Delivery is crucial to customer satisfaction. When 85% of shoppers would not order from a retailer again after a poor delivery experience, it’s even more crucial to meet their expectations. But what exactly do they expect today?
21st Century Customer Delivery Expectations
In the digital age, customers demand fast, accurate, and transparent deliveries. Here are some of their key expectations:
- Speed over price : 48% of shoppers prefer accurate cleaned numbers list from frist database fast delivery over saving money. In other words, they’re willing to pay more for fast delivery.
- Personalized experience : Customers want personalized delivery options, with more flexible delivery times and a wider choice of collection points.
- Effective communication : Sending tracking updates via email, SMS, and push notifications is essential to keep customers informed and ensure packages are delivered on the first attempt.[Share of consumers who expect delivery within 2 or 24 hours by product category]
The impact of a poor delivery experience on your e-commerce
A bad delivery experience can seriously harm your business. Here’s why:
- Increased costs: Last-mile delivery lack of transparency in land lease relations accounts for 53% of shipping costs . When delivery goes wrong, costs skyrocket as packages must be reshipped or damaged products replaced.
- Damaged reputation : When customers are dissatisfied, they leave negative reviews, which can deter other potential customers from buying from you and damage your brand reputation.
Causes of a bad delivery experience
First, you need to identify the causes of a poor delivery experience so you can improve it sustainably . Here are some of the most common problems:
- Delayed packages : A delayed package causes frustration, especially when only 4 out of 5 customers are notified .
- Failed Deliveries : Poor planning or consumer data communication causes deliveries to fail.
- Poor packaging : Inadequate packaging affects the integrity or appeal of products.
- Wrong order shipped : Errors in order preparation affect customer confidence and satisfaction.
7 tips to avoid bad post-purchase delivery experiences
Tip 1: Invest in reliable providers
When choosing providers, rely on data, not intuition. Research offers from different carriers, taking into account costs, package dimensions, and delivery times. Having trouble navigating? Invest in a specialized tool that provides real-time recommendations.
