39 pc of Shoppers Won't Give Retailers a Second Chance After A Poor Delivery Experience
39 pc of Shoppers Won't Give Retailers a Second Chance After A Poor Delivery Experience

In the current times, superior delivery experiences are essential to satisfy and retain online shoppers, and could make-or-break consumer loyalty. Delivery delays and poor communication contribute most to bad delivery experiences and 36.8 percent of consumers changed their opinion of a brand due to a bad experience. 

In fact, 38.9 percent of shoppers are unlikely to give retailers a second chance after a poor delivery experience, according to a report by FarEye. 

Further, throughout the pandemic, real-time communication expectations increased as 25 percent of customers expect access to real-time tracking information and up-to-date order location notifications throughout the order to delivery experience.

“At-home deliveries are the new competitive battlefield for brands and retailers. As e-commerce continues to boom, customers are mandating the buying experience includes superior at-home deliveries,” said Judd Marcello, Chief Marketing Officer, FarEye.  “Our survey emphasized the need for retailers to see deliveries as a key differentiator in their offering and critical to creating satisfied, loyal customers.”

Also, 40 percent of consumers choose in-person shopping for immediacy, 37 percent do so for product testing. This underscores a challenge for e-tailers- to recreate in-store experiences online and through deliveries.

“In this environment, brands' definition of the customer experience must expand to include in-store, online and at home. As customers weigh whether or not to return to stores amid lifting pandemic restrictions, it is becoming even more important for e-tailers to recreate the in-person experience virtually and through stand-out deliveries,” Marcello further stated. 

READ MORE: Digitalizing the Retail Supply Chain

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