Almost one third (29%) of consumers recently surveyed will no longer shop with a retailer if they receive an incorrect delivery just once, based on an online or phone order, according to a study of 600 consumers conducted by Voxware, a provider of voice solutions. Additionally, most (55%) of respondents will abandon shopping with a retailer altogether after receiving a late delivery two to three times.
Other key findings include:
- 62% of respondents are much less or less likely to shop with a retailer online or by phone for future purchases if an item they purchase online or by phone is not delivered within two days of the date promised
- 68% of respondents noted that their expectations for correct and on-time delivery of items that they purchase online or by phone are higher during the holiday shopping season
- 30% of respondents intend to have more or significantly more holiday purchases delivered directly to them this holiday season
On-Time Delivery Is Key
Most survey respondents are willing to wait between 3 and 6 days to receive an item, assuming the retailer is using standard shipping:
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- 5% said 1-2 days
- 43% said 3-4 days
- 40% said 5-6 days
- 12% said 7 or more days
Holidays Heighten Delivery Expectations
Retailers have less room for error, in consumers’ minds, during the holidays. Of the survey participants, 68% noted that their expectations for correct and on-time delivery of items that they purchase online or by phone are higher during the holiday shopping season.
Additionally, more consumers are having items delivered directly to their homes versus buying or picking them up in-store. As many as 30% of respondents stated that they intend to have more or significantly more holiday gifts delivered directly to them this year than during last holiday season.
