MetaPack have launched their 2016 State of eCommerce Delivery Consumer Research Report today and it makes for some interesting reading.
With an eye on the UK (although the report has a broader international focus) they found:
– 50% of UK respondents ranked free delivery as the most important consideration for the majority of their purchases, amongst the highest of the countries surveyed.
– In the UK 72% will purchase more products or items to take advantage of minimum spend ‘free delivery’ option.
– UK shoppers were amongst the most likely (68%) to shop with a retailer again following a positive delivery experience.
– 39% of UK shoppers, higher than any other country, reported a negative delivery experience with a brand or manufacturer’s website because it was too expensive.
Kees de Vos of MetaPack says: “This year’s research results underline the increasingly vital role of delivery as part of an eCommerce strategy. With consumers’ appetite for perfection continuing to rise, they now view delivery as a core component of an online merchant’s shopping proposition – for them, delivery is a lasting ‘moment of truth’ that ultimately characterises their end-to-end online shopping experience and underpins their purchasing decisions and loyalty.”