Shipping in Online Retail
Consumer Survey 2017 - e-Commerce & Retail
Key Findings
Shipping:
- 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.
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