Home / Knowledge / News / Apparel/Garments / Delivery decisive factor for 66% online shoppers in US
Delivery decisive factor for 66% online shoppers in US
20
Jun '16
A consumer survey titled The Cost of Poor Delivery: Four Steps To Go from 'Cost Centre' To 'Competitive Advantage, released by Convey, an American provider of the first enterprise solution focused exclusively on the end-to-end customer delivery experience, highlights how the delivery experience shapes consumers' opinions about a retailer and the overall customer experience.

For this survey, Convey asked 500 consumers in the US 11 questions about their experiences and expectations for delivery. The purpose of the survey was to understand the importance shoppers place on various aspects of the delivery experience and preferences around things like communication and issue management, it said in a press release.

According to the survey, the customer forms impressions about the brand throughout the purchase experience, and these impressions are reaffirmed or destroyed by the experience they receive through the delivery process.

The survey found that 66 per cent of e-commerce shoppers consider the delivery a decisive factor of the shopping experience. In addition, 70.1 per cent of consumers report they are unlikely to return after a poor delivery experience.

The survey also found that few consumers (only 11.3 per cent) say delivery experience is a strength of retailers today.

Forty three per cent per cent of shoppers expect their delivery experience to be personalized based on their order and purchase history with 39 per cent expecting to receive a better experience if they have shopped with a retailer before.

Three fourths (75 per cent) of shoppers believe proactive communication is important with 38 per cent expecting to be notified immediately in the event of an issue.

More than half (54 per cent) of shoppers indicated that delivery concerns are at least somewhat likely to prevent them from making large-item purchases online.

But despite the complexity that exists with delivering large items, shopper expectations remain equally high. In fact, 72.2 per cent of shoppers said that they expect to receive the same level of experience regardless of shipment size.

“Today's top retailers recognize that to succeed, customer loyalty must be a core focus,” said Rob Taylor, CEO and co-founder, Convey.

“However, creating loyal customers and meeting expectations is becoming increasingly difficult. As this survey has shown, when it comes to customer perception, the delivery experience is one of the most influential factors. Meeting these expectations and efficiently improving the delivery experience is pivotal to both top line revenue and bottom line cost.”

Delivering personalized experiences means being able to adapt and potentially diversify delivery options for shoppers based on real-time data. Personalizing the delivery experience requires knowledge of the order and customer history to map to the best method of delivery. Retailers should create processes for managing exceptions, as well as when and how to communicate with the customer to improve the customer experience and maintain customer loyalty. (SH)

Fibre2Fashion News Desk – India


Must ReadView All

India begins review of anti-dumping duty on caustic soda

Textiles | On 23rd Nov 2017

India begins review of anti-dumping duty on caustic soda

The Directorate General of Anti-Dumping & Allied Duties (DGAD), under ...

Egypt keen to boost ties with India in MSMEs, textiles

Textiles | On 23rd Nov 2017

Egypt keen to boost ties with India in MSMEs, textiles

Egypt is eager to boost cooperation with India, particularly in the...

L-R: Dhanapal, JMD, Best Corporation; Prabhu Damodaran, Convenor, ITF; Narayanasamy, MD, Micro Cotspin; Senthilnathan, MD, Rasitex India; and Sabapathy, MD, Prasanna Spinning Mills at an ITF meeting.

Textiles | On 23rd Nov 2017

Successful cotton year 2016-17 for ITF Cotton Team

Demonstrating collaborative growth in Tamil Nadu’s textile sector,...

Interviews View All

Riddhika Shah
SS Homme

'Worsted wool is the ideal fabric for menswear'

Karin Ekberg
Leadership & Sustainability

Sustainable models are beneficial for brands, retailers and manufacturers

Prabu Mohanram
Balavigna Weaving Mills Pvt Ltd

The biggest challenge that the weaving industry faces is high price

Hardik Sanghvi

Idealin Fogging Systems has been engaged in designing and manufacturing...

Nitesh Mittal

Kusumgar Corporates is a leading manufacturer of technical textiles and...

Sugandha Bhardwaj

<div>New Delhi-based Brinjal Designs Pvt Ltd manufactures home furnishing...

Mohammad Hassan
Biax Fiberfilm

About one in every 20 patients picks up an infection while hospitalised....

Iago Castro Asensio
RCfil Distribuciones S.L.

Iago Castro Asensio, International Business Manager of RCfil...

Suresh Patel
Sidwin Fabric

Sidwin Fabric is a manufacturer and exporter of polypropylene textiles and ...

Nisha Chanda
Whistling Woods International School of Fashion

<div>A lack of upgraded courses in costume designing and fashion as per...

Jay Ramrakhiani
Occasions Elegance Wear

It is believed that by early 19th century, Varanasi weavers had moved away ...

Anisha Chaudhari
Threads & Shirts

Threads &amp; Shirts is a freshly-tailored concept providing men/women a...

Press Release

Press Release

Letter to Editor

Letter to Editor

RSS Feed

RSS Feed

Submit your press release on


editorial@fibre2fashion.com

Letter To Editor






(Max. 8000 char.)

Search Companies





SEARCH

November 2017

Subscribe today and get the latest update on Textiles, Fashion, Apparel and so on.

news category


Related Categories:

Planning to Take the Leap towards
Sustainability?

Do you see sustainability as a route to business growth?

Yes No

Do you think the sustainability space has the needed tools and resources available for a business to lead change?

Yes No

Active Poll

Do you see sustainability as a route to business growth?

Yes
68.5%
No
12.4%
Skip
19.1%

Total Votes: 89

Do you think adopting a sustainable approach will be a profitable move for your business?

Yes No

Active Poll

Do you think the sustainability space has the needed tools and resources available for a business to lead change?

Yes
61.8%
No
30.3%
Skip
7.9%

Total Votes: 89

Do you want the world to know about your sustainability journey and your business’ environmental footprint?

Yes No

Active Poll

Do you think adopting a sustainable approach will be a profitable move for your business?

Yes
86.5%
No
10.1%
Skip
3.4%

Total Votes: 89

Thanks for your valuable feedback. Claim your free latest sustainability e-book.

Active Poll

Do you want the world to know about your sustainability journey and your business’ environmental footprint?

Yes
80.9%
No
9.0%
Skip
10.1%

Total Votes: 89


E-News Insight
Subscribe Today and Get the
Latest News Update in Your Mail Box.
Advanced Search