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.
  • 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
    • CSCMP EDGE 2022 Startup Alley
    • 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
    • CSCMP EDGE 2022 Startup Alley
    • 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

    Survey: nearly half of online shoppers would choose a package delivery firm with electric vehicles

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

    Shoppers demand fast service despite supply chain challenges

Recent Articles by Supply Chain Quarterly Staff

Intermodal sector weathered a “challenging” year in 2022, IANA says

Freight sector missed the boat on strong U.S. economy in Q3 and Q4, FTR says

Freightos completes plan to go public on NASDAQ exchange, raises $80 million

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

Report Abusive Comment

Most Popular Articles

  • Forecasts call for freight rate slumps in 2023

  • Projected U.S. recession in early 2023 will soften freight market

  • Inflation drops again as interest rate hikes hit home, NRF says

  • How to avoid the next crisis: A new approach to supply chain agility

  • New Jersey truck fleet says Freightliner tractors will deliver safety as well as freight

Featured Video

20221107korber large vs

Enhancing Customer Experience with Your Supply Chain Strategy

Viewer Contributed
With the rise of e-commerce, many businesses have had to transform their warehouses to handle online orders in addition to regularly scheduled inventory shipments. This means warehouses need more information than ever before to ensure they can meet customers' needs. As a result, companies need to select warehouse...

FEATURED WHITE PAPERS

  • Guide to Pallet Rack Safety

  • 3PLs: Complete Orders Faster with Flexible Automation

  • A shipper's guide to navigating post-pandemic holiday freight

  • THE NEW WAY TO WAREHOUSE: 4 Innovations in Automation & Robotics to Boost Warehouse Productivity

View More

Subscribe to Supply Chain Quarterly

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

Copyright ©2023. All Rights ReservedDesign, CMS, Hosting & Web Development :: ePublishing