UPS recently released a report on shipping that shows consumers prioritize fast shipping and communication from retailers. The report is based on surveys of 500 ecommerce businesses and 1,000 online shoppers in the U.S. According to the report, 90% of consumers said shipping quality accounts for at least half of their online shopping experience.
UPS recently released a report on shipping that shows consumers prioritize fast shipping and communication from retailers. The report is based on surveys of 500 ecommerce businesses and 1,000 online shoppers in the U.S. According to the report, 90% of consumers said shipping quality accounts for at least half of their online shopping experience.
The report also found that 71% of consumers had contacted customer service for an online order in the last year for shipping or delivery issues. Late deliveries were the most common reason to contact customer service, with 39% having cited this reason. Close behind, 36% of customer service interactions were due to lost orders that were never delivered. That was followed by damaged products (27%), late shipment (21%), and stolen orders (11%).
Customers told UPS that fast and reliable shipping is key for being happy with purchases. 87% of consumers said they’d be more likely to buy from a specific retailer if they could personalize shipping, like choosing the arrival day and tracking packages.
When asked what delivery offerings they were most interested in, 52% of respondents wanted the option to choose between standard and expedited shipping. 51% wanted the ability to select a specific date for deliveries; 42% also wanted to be able to select time of day. 45% wanted the option to return online orders in a variety of ways, including dropping off in stores and pre-printed labels. 29% want the choice of local pickup locations for orders, like a UPS store or retail location.
Digital Commerce 360’s August 2022 consumer poll found similar results about the importance of shipping quality and communication to customers. 76% of the 1,116 consumers surveyed ranked free shipping as one of the three most important factors in online shopping, more than any other option. Delivery speed was a distant second place at 43%. 33% said quality customer service was also a factor. Returns were also a factor in this survey, with 25% prioritizing free return shipping, though just 3% selected a physical store for returning orders.
Ecommerce businesses UPS surveyed said they were facing challenges providing these services to customers.
Sources: https://www.digitalcommerce360.com/2023/04/18/ups-shipping-report-retailers/
