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 2023
    • 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 2023
    • Upload your video
  • PODCAST ETC
    • Podcast
    • White Papers
    • Webcasts
    • Events
    • Blogs
      • Reflections
      • SCQ Forum
    • Mobile Apps
Home » Survey: 70% of e-commerce shoppers say their goods were shipped late without any excuse

Survey: 70% of e-commerce shoppers say their goods were shipped late without any excuse

Koerber research finds consumers can be appeased by compensation, refunds, or discounts

koerber csm_PR_Koerber_consumer_surv_8f64aa776f.jpeg
May 8, 2023
Supply Chain Quarterly Staff
No Comments

E-commerce consumers are growing ever-more demanding, challenging manufacturers, retailers, and third party logistics providers (3PLs) to meet their expectations for speed and convenience in shipping orders to their homes, according to market research from supply chain technology provider Koerber.

Delays in fulfilling online orders can increasingly drive customer dissatisfaction and affect their brand decisions, the German firm found in its “2023 State of Shipping and Returns Survey.”

To measure the extent of the problems that sellers face in a competitive marketplace, Koerber asked shoppers about their post-purchase experience between the moment they click the “buy” button and when the product reaches their doorstep. 

The results showed that a significant number of consumers (70%) experienced shipping delays without any reason provided for the delay (35%). Faced with that experience, 90% of respondents said they are less likely to buy from a brand again after a poor online shopping experience, while 29% say they are increasingly willing to share a negative review online.

The numbers come from a survey of 2,200 consumers across eight global regions—the U.S., Canada, Brazil, Mexico, Australia, Germany, France, and the UK—performed in February.

“Customer expectations have only grown more complicated post-COVID,” Chad Collins, CEO Software at Körber Business Area Supply Chain, said in a release. “Körber’s latest research reveals that a good shopping experience can make a loyal customer for life. On the contrary, a poor experience can leave a wake of destruction. The importance of a frictionless customer experience cannot be emphasized enough. Brands need seamlessly integrated technologies to overcome these challenges and ensure that consumer expectations are met.” 

The research revealed that businesses have an opportunity to enhance shipping visibility and accountability to help avoid unexpected delays. According to the survey, 38% of consumers were not offered any compensation, refund, or discounts on their recent delayed order, yet 83% indicated that is important to them.

So when delays invariably occur, online sellers should have a plan in place for customer communication to update expectations and provide potential appeasement to create customer loyalty, Koerber said.

 

 

E-Commerce
KEYWORDS Koerber Supply Chain
    • Related Articles

      Survey: Shoppers have rising standards for e-commerce delivery

      Survey: online shoppers overestimate cyber threats to their personal data

      Nearly nine out of 10 online shoppers will abandon their virtual shopping carts if they see poor delivery terms

    Recent Articles by Supply Chain Quarterly Staff

    Five container shipping giants call for tighter carbon regulation of their industry

    Amazon to expand AWS Supply Chain platform

    Panama Canal restrictions delay bulk goods vessels more than container ships

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

    Report Abusive Comment

    Most Popular Articles

    • Walmart to open fifth “next-gen” fulfillment center in 2026

    • 53% of procurement leaders expect to increase their spending in 2024

    • U.S. faces permanent labor shortage, says University of Tennessee economist

    • Pepsi exec highlights four key structural changes in the supply chain

    • What skills will you need in the Age of AI?

    Featured Video

    Edge2023 innovationtheater here technologies

    CSCMP EDGE 2023 Innovation Theater: Enabling Peak Performance in Last-Mile Delivery Through Private Mapping and Custom Routing - HERE Technologies

    CSCMP EDGE 2023
    At HERE Technologies, we understand the hypercompetitive world of e-commerce, retail, and parcel delivery is increasing in complexity every day. End customers demand ever-increasing delivery performance levels regarding on-time arrivals, flexibility in delivery schedules, pricing and payment options, and more....

    FEATURED WHITE PAPERS

    • Balancing Act: How Freight Brokers Help Shippers Navigate Uncertainty

    • Quarterly Freight Data Report: Q3 2023

    • A Brighter Future: How COVID-19 Continues to Change Freight Procurement Strategies for the Better

    • Five questions to ask before electrifying your indoor forklift fleet

    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