We use cookies to provide you with a better experience. By continuing to browse the site you are agreeing to our use of cookies in accordance with our Cookie Policy.
  • ::COVID-19 COVERAGE::
  • INDUSTRY PRESS ROOM
  • SUBMISSIONS
  • MEDIA FILE
  • Create Account
  • Sign In
  • Sign Out
  • My Account
Free Newsletters
  • MAGAZINE
    • Current Issue
    • Archives
    • Digital Edition
    • Subscribe
    • Newsletters
  • STRATEGY
  • GLOBAL
  • LOGISTICS
  • MANUFACTURING
  • PROCUREMENT
  • VIDEO
    • News & Exclusives
    • Viewer Contributed
    • Upload your video
  • PODCAST ETC
    • Podcast
    • White Papers
    • Webcasts
    • Events
    • Blogs
      • Reflections
      • SCQ Forum
    • Mobile Apps
  • MAGAZINE
    • Current Issue
    • Archives
    • Digital Edition
    • Subscribe
    • Newsletters
  • STRATEGY
  • GLOBAL
  • LOGISTICS
  • MANUFACTURING
  • PROCUREMENT
  • VIDEO
    • News & Exclusives
    • Viewer Contributed
    • Upload your video
  • PODCAST ETC
    • Podcast
    • White Papers
    • Webcasts
    • Events
    • Blogs
      • Reflections
      • SCQ Forum
    • Mobile Apps
Home » Survey: online shoppers demand visibility as well as speed in delivery
Forward Thinking

Survey: online shoppers demand visibility as well as speed in delivery

October 4, 2016
Supply Chain Quarterly Staff
No Comments

Online retailers need to go beyond same-day shipping and provide improved tracking and visibility during fulfillment in order to keep customers coming back, a study finds.

Fast delivery is only one factor that keeps shoppers returning to the same website, according to the "Dotcom Distribution eCommerce Packaging Study 2016." The survey asked 558 online shoppers how the entire delivery process affected their brand loyalties.

The results showed that next-day delivery is only a starting point; consumers also demand transparency throughout the parcel's journey from DC to doorstep and expect it to be wrapped in premium packaging when it arrives, according to Dotcom Distribution, a third party logistics provider (3PL) and e-commerce fulfillment firm based in Edison, N.J.

Skip any of those steps and risk losing business, the survey showed. Almost half (47 percent) of shoppers said they had chosen not to order from a retailer again because of poor order transparency about their package status during the fulfillment and delivery process. And 40 percent of shoppers say that looks matter: They would be somewhat more likely or much more likely to purchase from a retailer again if they ordered a package online and it came in a gift-like or premium package.

Of course, these new demands don't let shippers off the hook in providing fast delivery. The study's statistics show that 87 percent said the amount of time it took to receive an e-commerce order would influence their decision to shop with a retailer or brand again, and 67 percent said they would be willing to pay more money to get same-day delivery.

In fact, fast delivery is even more important than product quality, the study showed. Nearly twice as many shoppers said fast delivery (44 percent) would motivate them to give repeat business to a new brand than those who said better quality (24 percent) would do the trick. Finally, the study showed that fulfillment mistakes are costly. Make a slow delivery or miss a delivery deadline, and customers will flee to competitors located just a click away on their laptop browsers.

Logistics
  • Related Articles

    More than half of online shoppers open to buying gifts from abroad

    Shoppers demand fast service despite supply chain challenges

    Report: Speed matters this holiday season

Recent Articles by Supply Chain Quarterly Staff

Truck tonnage index fell 2% in April

Report: Collaboration can help minimize supply disruption

APM Terminals to add capacity at Port of Mobile

You must login or register in order to post a comment.

Report Abusive Comment

Most Popular Articles

  • Logistics pros warn of business impact from Russia-Ukraine war

  • Container prices continue to drop

  • How to resolve your inventory dilemma

  • Warehouse vacancy rates sink to 27-year low

  • Empty shipping containers stack up at U.S. port depots

Featured Video

Cccb7d13 710a 4473 8132 da8b6cc286f1

The Sportsman's Guide Case study: Increasing Accuracy & Productivity

Viewer Contributed
Thanks to the Lucas Warehouse Optimization Suite, The Sportsman's Guide has increased productivity, reduced training time, and experienced a boost in accuracy for both full-time staff and seasonal employees. Want to learn how Lucas can help your DC be more efficient, accurate, and safe while reducing labor costs?...

FEATURED WHITE PAPERS

  • Omnitracs One – Last Mile Solutions

  • The enterprise shipper's guide to building a smarter truckload RFP

  • Fixed vs. Flexible Automation: Which Option is Better for 3PLs?

  • Enhancing Relationships in Logistics through Data & Collaboration

View More

Subscribe to Supply Chain Quarterly

Get Your Subscription
  • SUBSCRIBE
  • E-NEWSLETTERS
  • ADVERTISING
  • CUSTOMER CARE
  • CONTACT
  • ABOUT
  • STAFF
  • PRIVACY POLICY

Copyright ©2022. All Rights ReservedDesign, CMS, Hosting & Web Development :: ePublishing