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BizReport : Ecommerce : September 28, 2016


Brands risk reputation when delivery speeds do not match purchaser expectations

Delivery speed is a significant differentiator and consumers expect to get their orders on time, and in good condition. New research from OSM Worldwide reveals how consumers react when their expectations are not met.

by Helen Leggatt

OSM Worldwide's 'State of Online Shopper Expectations and Actions' report, the result of surveying 300 U.S. consumers about their online shopping habits, found that consumers are quick to contact customer service and tell friends and family when their online purchases do not turn up when expected.

A third of consumers said they would be straight on to customer service if a non-urgent package turned up a day late. Even after contacting the retailer's customer service, two-thirds of consumers said they would still express their frustration to friends and family members. Beyond word of mouth, 18% said they would share frustrations on social media.

"We've found that not only do today's customers have much higher shipping demands, they're also more likely to complain when their demands aren't met," said Gaston Curk, CEO of OSM Worldwide. "We want to help retailers and other shippers understand that at a time when shipping is such a prominent part of the customer journey, it's increasingly important to put customers first. When customers aren't happy, retailers risk revenue and brand reputations."

The condition of the packaging their purchase arrives in is also important to consumers. Nearly three-quarters of those shopping online who receive a damaged package share their frustration with family and friends. Eighty-seven percent will contact customer service.



Tags: delivery, ecommerce, online shopping








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