Findings from a survey by Research Now on behalf of e-commerce delivery provider MetaPack have revealed that UK, US and European consumers want more delivery choices, greater delivery convenience and a tailored delivery experience.
Consumers expect online retailers to provide more convenient and more personalized delivery options to accommodate their busy lifestyle needs, and they will not hesitate to abandon an online purchase if the delivery option they want is not available.
The findings of the MetaPack ‘Delivering Consumer Choice: 2015 State of eCommerce Delivery’ survey highlight the increasingly crucial role delivery plays in influencing which retailer a consumer chooses to shop with.
Two-thirds of the 3,000 adults surveyed (66%) confirm that they had bought goods from one retailer in preference to another because the delivery options on offer were more appealing with 49% saying that they had been happy to pay more for a better or more convenient delivery option.
Kees de Vos, chief product and marketing officer, MetaPack, said, “This clearly highlights how e-commerce directors that continue to focus solely on making changes to front-end website capabilities are missing out on an increasingly obvious and more significant opportunity to drive conversion providing delivery services that meet each customer’s personal, complex demands.”
As well as the delivery options, 76% of shoppers also viewed a retailer’s return options before placing an order, with 51% saying they had failed to proceed with a purchase because the returns process offered was not easy or convenient for them.
The MetaPack survey was conducted online with 3,000 respondents across the USA, the UK, Spain, France, Germany and the Netherlands. Respondents were aged between 18 and 65+, and the survey sample was designed to ensure equal weighting in terms of age and gender for each country and between countries.
October 29, 2015