Our Consumer Study 2020 surveyed over 2,000 consumers to reveal what online shoppers truly want from retailers, comparing consumer expectations against actual e-commerce shipping practices.
Free Shipping
82% of online shoppers always or sometimes switch online providers when a retailer charges shipping for the same product price, while a competing retailer offers free shipping.
Logistician Selection
71% of online customers would like to be able to choose between different logistics providers, because this way they can influence delivery reliability and parcel store proximity.
Parcel Tracking
91% of online customers track the shipment of their order. Additionally, 68% would like to be proactively informed if there are delivery delays. 56% would appreciate a message as soon as their return has arrived safely.
Returns Handling
50% of online shoppers appreciate having a returns label included with their shipment. Almost one-fifth appreciate it when retailers arrange for returns to be collected from the customer.
Improve Your Operations Experience
Not only customer satisfaction, but also efficient processes stand or fall with operational order processing, the Operations Experience (OX). Companies still have little visibility and little to no control over the OX. Many retailers leave important points of contact to the logistics provider -- a significant missed opportunity for upselling.
Retailers must control all relevant process steps in fulfillment themselves. This allows problems to be identified early, touchpoints to be leveraged, and service excellence to be delivered.
Ready to transform your post-purchase experience?
See how parcelLab can help you turn every delivery and return into a loyalty-building moment.