58% agree they would buy again from retailers who deliver efficiently, as new research reveals that parcel shipping is a crucial part of the ecommerce customer experience.
A survey of over 1000 UK consumers, commissioned by nShift in partnership with Retail Week, finds that deliveries are a critical part of the online shopping experience. With consumer spending affected by the cost-of-living crisis, deliveries are becoming increasingly important for retailers to differentiate and increase sales.
Deliveries at the heart of the ecommerce customer experience
Some 58% of shoppers would buy again from retailers that deliver purchases efficiently. Almost half of respondents (48%) agreed that if they had a bad delivery experience, they would be reluctant to recommend a brand or retailer to friends and family.
Customers demand different delivery options.
When asked to select their top three delivery choices, some 69% of respondents opted for free delivery, even if it led to a longer wait. 41% of respondents selected click-and-collect from the retailer’s store or a designated pick-up point such as a locker. Almost a quarter (24%) chose the ability to specify a delivery time and date.
Some 43% of respondents agreed that a failure to find their preferred shipment option has caused them to abandon a retailer in the past six months.
The right ecommerce delivery experience builds loyalty and increases conversions
This research shows that retailers have an opportunity to grow their revenue and improve customer relationships through delivery management.
To do that, they need to make the post-purchase experience, spanning deliveries, tracking and returns, easy and intuitive for shoppers. It’s essential that they give customers a wide choice of delivery options. This could include free, express, low emissions, and click and collect. Providing the right range of delivery options can increase cart conversions by 20%.
The post-purchase experience also creates opportunities to engage customers with offers and promotions.
The right delivery management software enables retailers to improve their ecommerce customer experience and build loyalty
nShift provides a delivery management platform that can power excellence in delivery and returns by:
- Connecting retailers and warehouses to a library of over 1000 ready-made carrier connections. This makes it easier to facilitate a greater range of delivery options such as express, free delivery, click and collect or lower emissions
- Making it easier to compare performance between different carrier companies, identifying and rectifying particular issues. This can help drive up the overall quality of the delivery process
- Seamlessly badging different delivery options at checkout, helping to increase cart conversions by 20%
- Facilitating a cutting-edge digital returns experience that typically converts 30% of returns to exchanges
