![]() ![]() While ‘fast and free’ delivery was a key factor in consumer buying decisions previously, shoppers buying non-essential items understand that their usual ‘fast and free’ delivery might not be possible in the given environment. Delivery exceptions, such as delays and damaged packages, have increased by 98%, compared to March. Fulfillment time increased by almost 40% during March - the same parcel order that used to take 15.1 hours to fulfill took 21.2 hours to fulfill, according to Convey’s data. ![]() ![]() However, fulfillment times have since lagged, and exception rates have skyrocketed. Since the COVID-19 outbreak has started, orders have surged as shoppers move online. Last Mile Customer Delivery Expectations Shift For Non-Essential And Non-Perishable Goods Read on to learn our findings around what drives shopper conversion during this time, and why setting expectations around last mile customer delivery is critical from the get-go. We surveyed over 1,000 shoppers to understand if and how their delivery expectations have shifted in light of COVID-19. However, a lot has changed with the current climate. Pre-Coronavirus, we found that as many as 49% of consumers would abandon their cart simply due to a mismatch between their expectations for the delivery date and the actual delivery date. Consumers hailed ‘fast and free delivery’ as the reason why they shop on Amazon. Largely thanks to Amazon, customer delivery expectations have historically skyrocketed, increasing year-over-year. ![]()
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September 2023
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