Shipping in Online Retail

Consumer Survey 2017 - e-Commerce & Retail

Shipping in Online Retail

Key Findings

  • Shipping terms are an important factor when ordering online – low acceptance rate for high shipping costs
  • Even with free shipping, 80% of shoppers expect a delivery within seven days at the latest
  • Shipment tracking and delivery notifications are the most-used services offered by shipping providers
  • Low use of fast shipping and scheduled delivery options; young shoppers use them the most
  • Younger online shoppers are more likely to use express shipping options to avoid long delivery times
  • Online shoppers are open to new delivery methods (e.g. via robots and drones)
  • Altogether, consumers do not return many products; mostly clothingt
  • Younger online shoppers return far more items than older userst
  • Younger online shoppers are less concerned about the consequences of increasing shipping volumes
  • Damaged and poorly described products are being returned in particular
  • Majority of online shoppers do not think it is right to order items one does not really want
  • Mobile online shoppers deliberately accept having to return items
  • Returns because of changes of mind are most common among young female mobile shoppers

For further data on the topic, please click here.
  • Language: English
  • Released: June 2017

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