Nearly half (45%) of consumers expect online orders to be delivered within two days, with half (49%) saying that shipping and delivery options are factors they consider when buying online and choosing which retailer to buy from.
The survey, of 1,500 consumers from the UK and Benelux and commissioned by GreyOrange, also found that more than half of the consumers (57%) stated that three late orders would be enough to put them off purchasing from the same retailer again. Yet, despite this 22% of consumers stated that up to three-quarters of their online orders were delivered late last year.
Terrie O’Hanlon, chief marketing officer at GreyOrange, said: “Consumers are spoilt for choice when it comes to making a purchase, with an abundance of different retailers all able to deliver to them the same, or similar, products. This means offering a strong customer experience, which includes delivery options that meet the customer’s expectation, is an even more important factor for retailers to consider as they look to retain current customers and attract new ones.”