Delivery speed is paramount when consumers choose an eCommerce brand, a new study shows.
An astonishing 87 per cent of online shoppers cite shipping speed as a key factor in their decision to continue using an online retailer again, making logistics paramount in maximising online sales.
The study, How Fast Delivery and Quality Packaging Drives Customer Loyalty, was commissioned by Logistics and fulfillment firm Dotcom Distribution. The US company’s researchers found that 67 per cent of online shoppers would pay more money for same-day delivery if they have a deadline to meet, while 47 per cent would do likewise simply because they want their package as soon as possible.
Consumers care about aesthetics as well, according to the study, with 40 per cent of online shoppers saying they would be somewhat more likely or much more likely to buy from a retailer that offers premium packaging. The same percentage of shoppers said that branded or gift-like packaging affects their perception of the online retailer.
In a year-on-year comparison of branded packaging and consumer perceptions, 68 per cent of online shoppers told Dotcom this year that branded packaging makes a brand seem more upscale, compared to 60 per cent last year.
Also, 61 per cent this year said that branded aesthetics make them more excited about receiving/opening a package, compared to 49 per cent last year. This year, 44 per cent claimed that branding reinforces that a product was worth the cost, compared to 45 per cent last year.
“Our data helps retailers identify how they can increase brand loyalty through shipping practices, as well as how customer expectations are increasing each year,” says Dotcom Distribution CEO Maria Haggerty.
In analysing the online shopping experience, Dotcom has identified the characteristics that win customers and create value for them…
Quick shipping: 44 per cent of online shoppers say faster delivery increases their trust in a brand.
Transparency: 47 per cent of online shoppers choose not to order from a retailer again because of no data about the status of a package throughout the fulfillment and delivery process.
Something extra: 55 per cent of online shoppers say they would be somewhat more likely or much more likely to buy from a retailer again if their order came with a free item.
Dotcom provides a range of services for growing brands, such as multichannel and eCommerce fulfillment, membership and subscription, drop shipments, kitting and assembly, freight management and global logistics. It also offers eCommerce photography.
