Speed helps, but e-commerce shoppers value other aspects of home delivery more, including free or low-cost delivery (50%) and real-time tracking and updates (44%), according to a survey from Roadie, the logistics and delivery platform that is a unit of UPS.
Reliability is also critical, according to Atlanta-based Roadie. Nearly one-third of shoppers most often choose a reliable delivery window, compared with just 14% who choose the fastest option regardless of cost.
The researchers concluded that retailers face a clear opportunity: Build a delivery experience that works for the customer, not simply one that moves the package fastest. That means giving shoppers flexible options, visibility along the way, and confidence that their order will arrive when promised.
Those results come from new research from Roadie and Studio by Informa TechTarget, based on a survey of more than 1,000 online shoppers.
The survey also found that retailers have more competition for winning customer purchases than ever before, as AI-powered shopping tools make it easier for consumers to compare products, prices, and delivery options. And that means that a poor delivery experience can have a direct impact on whether customers come back. Shoppers are paying close attention to whether orders arrive when promised, how packages are handled, and the experience at the doorstep.
Other results found that delivery performance can have a direct impact on whether shoppers come back:
- 64% say one to four bad delivery experiences would be enough to stop ordering from a retailer.
- 72% say the delivery driver’s behavior and performance is extremely or very important to their perception of the retailer.
- 72% say proof of delivery is extremely or very influential to their delivery experience.
