Inside Logistics

Online shoppers raise the holiday delivery bar

Survey shows that almost half of online shoppers expect to receive their holiday purchases within two days using standard shipping


November 14, 2018
by

HAMILTON, N.J. – Online shoppers have higher expectations for fast delivery this holiday season. A recent survey found that not only only will 83 per cent of consumers purchase more gifts in 2018 than they did the previous year, 87 per cent of them have a higher expectation for correct and on-time delivery during the holiday season than any other time during the year.

As well, 86 per cent of shoppers believe their expectations for correct and on-time delivery are higher now than they were two years ago. In fact, 48 per cent of those surveyed now expect to receive their holiday purchases within two days using standard shipping, a 14 per cent increase from 2016.

Online shopping will again be a primary source for holiday gifts. Forty-five per cent of shoppers intend to complete 50 per cent or more of their online shopping on Black Friday (November 23) while another 40 per cent intend to complete 50 per cent or more on Cyber Monday (November 26). A whopping 57 per cent of shoppers say they intend to purchase 50 per cent or more of their gifts from Amazon this year.

Less than 14 per cent of those polled will likely shop with a retailer again if the product doesn’t arrive within two days of the promised delivery date. And if the item is incorrect the first time, 31 per cent of shoppers will abandon shopping with that retailer altogether.

“Consumers have many choices for where they shop,” said Keith Phillips, president and CEO of Voxware, which sponsored the survey. “They trust that when they submit their order, what they ordered will show up on their doorstep and when it’s promised. If not, they will take their business elsewhere and that particular retailer might be the next filing Chapter 11. Consumer expectations during the holidays continues to rise and retailers must deliver or face harsh consequences.”

One other reality that retailers need to be aware of is the increased role social media plays in shopping habits. According to the survey, if delivery is late or the wrong item is received, more than 78 per cent of consumers will share their negative experiences online about that product or retailer.

More than five hundred consumers were surveyed about their holiday shopping plans, their expectations for delivery of items that they purchase online during the holiday season and the impact that late or incorrect deliveries have on their future shopping decisions.