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BizReport : Ecommerce archives : June 18, 2015

Who do consumers blame for late deliveries?

New survey findings from Acquity Group reveal that consumers are split when it comes to who is to blame for online purchases that arrive later than expected - is it the supplier or the delivery firm?

by Helen Leggatt

The survey of 2,000 U.S. consumers found that there's an even split among consumers as to who they feel is at fault when products they order online arrive late. While 48% put the blame on the shipping firm, slightly more (52%) lay the blame squarely at the feet of the online retailer.

Whoever they blame, the impact is ultimately felt by the retailer. Of the 69% percent of those surveyed who said they had experienced a late delivery, 63% said that experience impacted their shopping with that retailer in some way. Fourteen percent said they would look for another company from which to purchase that particular product and 23% said they would cease ordering from that company altogether.

"The study findings lend insight into how businesses can begin to compete in the crowded e-commerce market," says Acquity Group on their online blog. "Online retailers and subscription services have created demand for products that show up exactly when a customer needs them; there is opportunity for brick-and-mortar businesses to follow suit. Promising speedy delivery or free shipping is a great way to entice consumers to shop, but following through is crucial to keep them coming back."

Image via Shutterstock

Tags: delivery solutions, ecommerce, loyalty shopping

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