MetaPack has unveiled the results of its consumer study. The study Consumer Delivery Choice: The State of E-Commerce Delivery for 2015 has revealed that US and European consumers want more delivery types to choose from, greater delivery convenience and a tailored delivery experience.
This study highlights Consumers expect online retailers to offer more convenient and more personalized delivery options that fit the needs of their busy lifestyles.According to a new study conducted by Research Now for MetaPack, the global leader in e-commerce, consumers would not hesitate to abandon an online purchase if the delivery option they want is not available.
The importance of delivery in online shopping experiences
Delivery is no longer merely a logistical step, but an integral part of the shopping experience. MetaPack's report highlighted that the 66% Of the 3,000 adults surveyed in the United States and Europe, nearly half of respondents (49%) said they were willing to pay more for a better delivery option. This highlights the importance of addressing the specific needs of users, as the convenience and customization have become key factors.
Determining factors in choosing delivery
Several studies agree that consumers abandon their shopping carts mainly for reasons associated with delivery. According to MetaPack, more than 51% of buyers have cancelled an order when the options do not meet their expectations. The most common reasons include:
- Lack of warranty on delivery date: Un 30% of consumers do not complete their purchase if there is no clear date.
- High shipping costs: Buyers expect transparency and in many cases prefer shipping options Returns.
- Complicated return processes: El 51% of respondents abandoned a cart because the returns process was not convenient.
Today's consumers will not hesitate to abandon a purchase if delivery options are not satisfactory.
More than half (51%) of shoppers confirm that they have not completed a purchase order due to poor delivery options, citing, among other reasons, that delivery could not be guaranteed for a specific date (30%) or it would take too long to arrive.
In addition, 76% of shoppers looked at the retailer's return options before placing an order, and 51% said they had not followed through with the purchase because the returns process offered was not easy or convenient for them.
Adapting to delivery preferences
Flexibility is a top priority for online shoppers. According to Sendcloud's report, a 85% of Spanish consumers want to select the exact day of delivery, and another 87% would prefer to choose a specific time slot. This underlines that offering options such as Picked up at the store, fast delivery or even innovative alternatives such as automatic lockers can make a difference. It is also crucial that users can modify delivery details even after purchase to accommodate possible changes.
Impact on customer loyalty
The success of an e-commerce business lies not only in attracting customers, but in retaining them. Modern consumers have little tolerance for negative experiences with deliveries. A recent study found that more than 50% of Spanish buyers would not return to a retailer after a bad experience. In addition, many users turn to social media to share their dissatisfaction, which can significantly affect the reputation brand.
Preferences for various delivery methods
When it comes to the range of delivery options used, today's shoppers use a range of services in addition to home delivery, which remains universally popular among all consumers, with 90% of respondents having used this option in the past six months. Picked up at the store has gained popularity after home delivery, standing out especially in countries such as United KingdomIn Spain and Germany, the sending to the workplace It is also an increasingly popular option.
Less conventional methods such as the use of drones or deliveries to automated lockers are beginning to gain ground, especially in markets like Germany and the United States. Delivery to a locker, although the least popular option among shoppers in Europe and the United States, is preferred by 20% of consumers in Germany, who said they had used such a service in the past six months.
Strategies in delivery customization
Regarding delivery priorities, Today's consumers want the ability to customize their delivery to meet their specific needs for every purchase they make. European and North American consumers expect customization on every purchase. While the 86% values the delivery speed, 80% prefers that options include a specific delivery time slot. In addition, studies show that a active communication and real-time tracking via email or SMS are key to promoting a positive experience.
Importance of sustainability
Environmental awareness is playing an increasingly important role in purchasing decisions. Many consumers opt for more sustainable delivery methods, such as slow delivery, which combines orders to minimize environmental impact. There is also interest in innovative methods such as collaborative cast, where individuals and transporters share routes to reduce emissions.
The evolution of e-commerce requires companies to innovate in the delivery process to meet consumer expectations. From personalized methods to sustainable options, every detail counts to create a shopping experience that not only retains customers, but also strengthens brand image. The challenge for retailers is to keep up with this pace of change while ensuring competitive costs and scalability in their operations.
MetaPack Study Highlights for Spain
- 78% of Spanish respondents said they had purchased products from one retailer rather than another because it offered more delivery options.
- 59% have paid more for products because delivery options were better.
- 69% of Spanish consumers have not completed an online order because delivery was too expensive.
- Free delivery is more important to Spanish consumers than in any other region studied (96%).
- Spanish consumers (78%) are second only to the UK in terms of being happy to wait longer for their products to be delivered if they are cheaper.
- 88% of Spanish consumers would buy more from a retailer that had easier return processes.
Infographic
The infographic below shows the data from this study in a clearer and more understandable way.
