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
  • BLOGS & MORE
    • White Papers
    • Webcasts
    • Events
    • Blogs
      • SCQ Forum
      • Reflections
    • Mobile Apps
  • MAGAZINE
    • Current Issue
    • Archives
    • Digital Edition
    • Subscribe
    • Newsletters
  • STRATEGY
  • GLOBAL
  • LOGISTICS
  • MANUFACTURING
  • PROCUREMENT
  • VIDEO
    • News & Exclusives
    • Viewer Contributed
    • Upload your video
  • BLOGS & MORE
    • White Papers
    • Webcasts
    • Events
    • Blogs
      • SCQ Forum
      • Reflections
    • Mobile Apps
Home » Survey: Consumers okay with longer delivery times
Forward Thinking

Survey: Consumers okay with longer delivery times

Shoppers are patient with stock shortages and delivery delays, but want clear communication from retailers, Convey report shows.

Online shopping cart
April 27, 2020
Supply Chain Quarterly Staff
No Comments

Shoppers are forgiving when it comes to delivery in the time of coronavirus, but they expect clear communication from retail outlets on expected delivery dates, according to research from logistics technology firm Convey.

The April survey of 1,000 consumers revealed changing shopping behaviors and expectations in light of the Covid-19 pandemic, revealing data on a range of topics, including stockpiling, out-of-stock and delivery issues, supporting local retailers, and "free shipping" as a continued driving force in the growth of e-commerce. Among those results, an overwhelming majority of respondents (70%) said they expect transparency and clear communication from retailers during the coronavirus crisis.

"Our goal is to shed light on how consumer behavior is changing in light of Covid-19, as well as understand what shoppers expect from retailers," Kirsten Newbold-Knipp, Convey's chief growth officer, said in a statement releasing the survey's findings. "There are some bright spots, including that shoppers are willing to make concessions when it comes to in-stock items and delivery delays. Shoppers were also clear that transparency about delivery at every stage of the journey is crucial to keeping their trust."

The survey found that the majority of shoppers don't expect retailers to have all of the items they want in stock (60%), and virtually all shoppers are willing to give retailers more time to deliver items (94%). Sixty percent of respondents felt retailers deserved an extra three to four days for delivery, while 19% said they were comfortable with an extra five to six days. Seventeen percent said more than seven days is acceptable.

The survey also found that while shoppers are willing to give retailers some leeway when it comes to inventory and delivery times, in return they expect more proactive communication, with potentially steep consequences for a lack of transparency. Nearly 70% said they want more communication, not less, during times of stress and uncertainty. Nearly 9 in 10 shoppers (86%) said it's important or very important for retailers to say when an item will arrive. They also want the estimated delivery date (EDD) for an item to be shown on the product page or in the shopping cart, with 75% saying they are more likely to buy when this is the case. And while consumers are willing to give retailers more time for delivery, 70% say they are less likely to shop with a retailer again if they are not informed in advance of a delay. 

The survey also found that: 

  • Younger people are more prone to stockpiling: 42% of all respondents admitted to stockpiling items in preparation for the Covid-19 outbreak, but 53% of those aged 18-29 admitted to hoarding items. The top three essential items amassed were food (41%); paper products such as toilet paper and paper towels (32%); and pantry staples (31%).
  • Consumers want to shop local, but Amazon still dominates: Nearly 9 in 10 shoppers (87%) say it's important to support local retailers, yet four in five shoppers (81%) said they were using Amazon during the Covid-19 outbreak.
Logistics Covid-19 Coverage
  • Related Articles

    Survey: consumers demand same-day delivery, but don't want to pay for it

    Consumers still demand fast delivery, despite pandemic

    Consumers grow impatient with high shipping costs for oversized items

Recent Articles by Supply Chain Quarterly Staff

Reports: Outlook calls for stronger supply chains

Gartner: 4 ways to compete with industry disruptors

Survey reveals there’s plenty of room for improvement in e-commerce fulfillment

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

Report Abusive Comment

Most Popular Articles

  • Will this be the decade of supply chain sustainability?

  • The 3PL industry: time to reset

  • The four characteristics of a customer-centric supply chain

  • Five principles for creating a supply chain foreign exchange risk mitigation strategy

  • Seizing the helm

Featured Video

Be8de8b1 9bd3 48d6 9400 0bf476fd1f5d

Optimization Through Lean Management 

Viewer Contributed
Uncertain times can put a tremendous strain on your business’s people, processes and supply chains. However, operations can mitigate some of these factors by adopting lean management principles and instilling a culture of continuous improvement. Raymond Lean Management Manager of Solutions and Support Centers Keith...

FEATURED WHITE PAPERS

  • The Top Supply Chain Pains That You Should Address For a Healthier 2021

  • Research Report: New Rules for Supply Chain Insights, Collaboration and Overall Resiliency

  • Logistics 2030 – Navigating a Disruptive Decade (Year 2 Report)

View More

Subscribe to Supply Chain Quarterly

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

Copyright ©2021. All Rights ReservedDesign, CMS, Hosting & Web Development :: ePublishing