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BizReport : Ecommerce archives : November 03, 2015


Metapack survey reveals consumer delivery expectations

Delivery and returns options play a crucial role in consumers' purchase decisions with many demonstrating little hesitation abandoning an online purchase if the delivery option they want is not available, according to a new survey commissioned by Metapack.

by Helen Leggatt

For two-thirds of the 3,000 consumers surveyed across the US, UK, Spain, France, Germany and the Netherlands, delivery options affect their retailer preference. They will choose one retailer over another if they option they desire is not available. Furthermore, over half (51%) failed to complete an online order due to poor delivery options or because delivery could not be guaranteed by a certain date (30%) or would take too long to arrive (44%).

Consumers expect delivery options to be clearly displayed on a product page (83%). The vast majority want fast delivery options (86%) and 83% expect a guaranteed delivery date. The provision of an expected delivery time was also expected (80%).

"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," said Kees de Vos, Chief Product and Marketing Officer, MetaPack.

While delivery to a home address remains the most popular across all consumers in all countries (90%), collecting purchases from a store tops the list of alternatives. It is most popular in the UK (47%) and in the US (33%). Delivery to a local pick-up point is popular among French shoppers (48%) but far less so among those in the US (17%).

Metapack's survey also quizzed consumer on the sorts of delivery service they might use in the future. Drones were not a big hit with just 10% of US shoppers and 8% of German shoppers showing any enthusiasm. Neither did having items delivered to the trunk of their car drum up much interest with just 7% of US and 8% of French consumers interested. However, the use of secure boxes at their home address did spark interest, particularly among US shoppers (21%) while delivery to a secure locker elsewhere was popular among German (15%) and Spanish (11%) shoppers.

Returns options were also crucial to consumers' decisions to use a retailer. More than three-quarters (76%) of shoppers said they investigated a retailer's returns options before making a purchase, with 51% saying they had abandoned a site because the returns options were not easy or convenient enough.






Image via Shutterstock

Tags: delivery options, ecommerce, retail, returns process








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