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BizReport : Ecommerce : December 17, 2015


Studies: On time delivery rates struggling, shoppers still buying

Shoppers continue to flock to online stores in droves this holiday season, but there is one new trend that is hurting some retailers.

by Kristina Knight

There is a new trend in the retail space and it isn't a good one. According to new data from Bizrate Insights on time deliveries are down nearly 2% (2014 vs 2015), and those late deliveries are upsetting customers.

"Even though retailers and carriers all expected ecommerce growth this year over last year, on-time delivery - as defined by the customer - is down 1.7 percent on December 15, 2015 from the same date last year," says Hayley Silver, Vice President of Bizrate Insights, a division of Connexity. "Retailers and carriers started stronger in December 2015 over 2014, but then dropped under the weight of the Holiday orders. Furthermore, at the time these orders were placed, many retailers had not adjusted customer expectations of when they would receive their orders."

Some interesting findings from the Bizrate report include:

• December 1, 93% of consumers surveyed reported packages delivered on time (2015)
• December 15, 89% reported on time deliveries (2015)
• In 2014 93% reported on time deliveries December 1 and 91% reported on time deliveries December 15

Late deliveries haven't hampered online sales - at least not yet. The latest HookLogic data ecommerce is continuing to trend up this holiday. Conversion rates on Green Monday (December 14) were three times higher than the baseline according to their data, with the apparel, toys and gaming categories leading the way.






Image via Shutterstock

Tags: Bizrate Insights, ecommerce, holiday retail, holiday shopping trends, HookLogic, retail delivery rates








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