The results of a recent retail consumer study suggest there is a rising cost of a failed delivery experience. The study, from Convey, concluded that 98% of consumers said that shipping impacts brand loyalty and 84% said they were unlikely to return to a retailer after just one negative experience – the latter a figure that has increased by 34% on 2017.
The study also suggested that nearly two-thirds (62%) cited cost as the most important factor in delivery. Tracking and the ability for inflight change was also increasingly important for customers with 70% saying that they expected to be able to make some kind of routing change – up 41% on last year.
When things go wrong customers also have high expectations, according to the report. 87% expect brands to make amends when they miss a delivery date and 98% want to self-serve or interact with a brand to resolve delivery issues.
The full report is available from this link.
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