Online Updates: What do Customers Prefer?

There are many types of updates we can receive about our orders; some more helpful than others. In our annual home delivery report, we asked 1,000 respondents how they feel about online updates, with everything from which types are necessary, to how they’d like to receive the information.

The first question was, ‘What parts of the delivery process would you be happy to be updated on?’. We found that generally, from 2018 to 2021, customers ticked more of the boxes when it came to notifications they’d be happy to receive. This suggests that shoppers now want more control and involvement in the delivery process—possibly a result of the pandemic, when we were staying at home more during lockdowns.

The most popular answer has usually always been informing the customer of a failed delivery, and confirming the expected time slot. Both messages further support the theory that customers want more control and communication about their goods. Even if a delivery is delayed, or has experienced issues, they’d rather know about it.

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What parts of the delivery process would you be happy to be updated on?

(Source: Maru, nShift and IMRG Home Delivery Report)

Our second question to customers was, ‘How would you prefer to receive information about the progress of your delivery?’. SMS and E-mail have always been the most selected answers, as they offer convenience and a time-saving solution to customers. Shoppers don’t want to download apps for the sole purpose of tracking, or go to individual websites in order to find out the status of their order, instead, they want the information sent directly to them. Email and SMS seem to be the most popular formats for correspondence, as many retailers adopt this format.

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How would you prefer to receive information about the progress of your delivery?

(Source: Maru, nShift and IMRG Home Delivery Report)

In summary, customers want as much relevant communication as possible when it comes to their delivery, however, they want it in a hands-off way—for example texts and emails, which alert them to the status, not involving them actively searching for their order. The current customer wants convenience, simplicity, and transparency, and we are here to help you keep your customers happy! Our delivery management software will keep your customers up to date with the status of their delivery through branded track & trace notifications.


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