ShipStation, the leading web-based shipping software.
ShipStation Guide to impact of delivery experience on customer satisfaction
The sharp increase in online shopping in 2020 has made the delivery experience more influential. It’s the final interaction consumers have with retailers, so greatly impacts the overall ecommerce experience and repeat purchase decisions.
ShipStation surveyed over 500 ecommerce customers across the UK to better understand how events in 2020 have reshaped their delivery expectations.
This Guide provides you with insight into ShipStation’s findings and delivery experience strategies you can implement to increase customer conversion, satisfaction, and retention.
Our key findings include:
- Online shopping is up 31% this year, with 60% of consumers attributing this to COVID-19.
- 77% of consumers say a poor delivery experience (such as late delivery or damaged merchandise) negatively impacts their perception of a retailer – even if it was a carrier issue.
- 80% of customers consider the ease of returns more than they did pre-COVID.
- 40% of consumers are more likely to pay for express delivery now than they were pre-COVID. This is up from 31% last year.
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