A few months ago, we pondered the real impact of fast deliveries on the online customer’s purchasing decision. Many e-commerce businesses have invested significant efforts to enhance their delivery times, always with the intention of reducing them, following in the footsteps of giants like Amazon.
Until recently, fast deliveries were thought to be a major draw for online customers, but an increasing number of studies demonstrate that other factors can be equally decisive in the purchase decision.
What can you find in this article?
1. Are 1 or 2-day deliveries necessary?
The most recent study on this topic, conducted by kNow Instant Insights, reveals that 90% of respondents state that, before opting for 1 or 2-day deliveries, they prefer other options such as:
- Free delivery (70%)
- Real-time tracking (43%)
- Ability to choose the delivery day (31%)
- In-store pickup option (27%)
This suggests that delivery times are not a top priority for consumers, who, depending on the product, are patient. In fact, 93% of those surveyed claim they are willing to wait longer if they are certain it will arrive on the promised day. Additionally, 59% would be willing to pay for a premium option that allows them to choose the delivery date.
2. The most valued factor: certainty
As these data seem to indicate, customers increasingly value a delivery process with few surprises, proactive communication from the e-commerce platform, and receiving their orders on the promised date.
Seventy percent (70%) acknowledge that they would stop doing business if they received an email notifying them of any changes. It appears necessary to establish a proactive communication system during the delivery process to keep the customer informed, provide assurance about the delivery date, or notify them of any issues.
Ultimately, it’s about creating the best possible experience, reducing the need for customer service contact, and encouraging customer loyalty and retention.
3. What can you do to improve your delivery process?
With this information, it is logical to consider improving the way orders are delivered to gain customers and increase sales. Here are three key strategies:
- Diversify your carriers and offer more delivery options. Working with various carriers diversifies your delivery methods and adapts to different customer needs.
- Provide real-time tracking and notify shipment progress regularly. Communicating the evolution of the delivery keeps the customer informed, minimizes doubts, and ensures a positive shopping experience.
- Use your distribution centers and stores as pickup points. This gives the customer another delivery option that suits their schedule and is more convenient. Additionally, it optimizes your infrastructure.
Think it’s complicated? With Deliverea, you can accomplish all that and more with a single solution. Our technology is designed to enhance the last-mile delivery process, providing the best possible shopping experience and optimizing your logistics processes.
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