- 12 December 2019
- Transport / Logistics Services
US delivery management platform Bringg has published research showing that half of US e-retailers do not meet customers’ delivery expectations.
The Bringg Barometer 2020, State of Retail Report looked at data from more than 1,000 customers and compared it with the delivery offerings of the US’ 50 top retailers. The company says that the results shed light on the gap between what customers get and what they are offered, and how e-retailers can exceed these expectations in future.
Key findings of the survey include:
– Over half of retailers do not meet customers’ expectations for delivery
– Only 40% of retail deliveries meet the majority (64%) of online shoppers’ expectations for speed.
Delivery fees are 4x higher than what shoppers say they are willing to spend.
– To shoppers, speed and convenience (41%) are now almost as important as free delivery (56%).
5+ day delivery is unacceptable to 76% of shoppers, yet 1 in 5 retailers list this as their default option.
Guy Bloch, CEO of Bringg comments:“Our report reflects what we’ve been seeing in the field for some time. Retailers and delivery providers that are connecting, digitising and optimising their supply chains are able to offer better delivery experiences.”
“The imperative is clear. Retailers that address the gap between their delivery offerings and customer expectations in 2020 will enjoy stronger revenues, customer loyalty and sustainable growth,” he adds.