Outstanding Customer Experiences From Order to Delivery Keep 61% of Shoppers Loyal, New Research Finds

Outstanding Customer Experiences From Order to Delivery Keep 61% of Shoppers Loyal, New Research Finds

PR Newswire

LONDON and EL SEGUNDO, California, Nov. 29, 2018

MetaPack Survey: Consumer priorities are shifting, retailers must respond sharply

LONDON and EL SEGUNDO, California, Nov. 29, 2018 /PRNewswire/ -- Delivering a stand-out experience with every online interaction will increase customer loyalty over time, according to new research from MetaPack. If retailers and brands understand the importance of getting the basics right, enabling customers to curate their own deliveries, and have their requirements met rapidly and to specific requirements, customers will reward them with long-term commitment and repeat orders.

These are the findings of the MetaPack 2018 State of eCommerce Delivery Consumer Research Report, which shows that against the backdrop of struggling sales on the high street, the experiences that eCommerce retailers and brands can uniquely provide are helping them to stay ahead in the race for customer allegiance.   

The research, which was carried out online in July 2018 with 3597 consumers of all ages in Canada, France, Germany, the Netherlands, Spain, the UK and the US, examines how the delivery choices shoppers encounter influence the purchasing decisions they make.

Key trends include:

Getting the basics right reaps dividends

Most consumers now expect free delivery for their everyday purchases, and many identify slow delivery as a negative delivery experience. Retailers and brands who get the fundamentals right every time are giving themselves a competitive advantage.  

Shopping across borders

International eCommerce has never been so popular, with shrewd consumers taking advantage of currency fluctuations to secure great deals on overseas brands. Retailers must ensure they can step up to the demands that shoppers make for superior cross-border services, including transparency over delivery costs.

Why customers come back again and again

Research this year demonstrates that delivery loyalty programmes are proving to hold strong consumer appeal.

Eco-conscious delivery is on the rise

Green issues are becoming more prevalent amongst consumers and the impact of online deliveries on the environment is not going unnoticed. Retailers can offer real differentiation if they provide eco-friendly delivery options such as consolidated delivery.

Going Luxe

Luxury brands are grasping the online opportunity and satisfying the aspirations of digital consumers. This means differentiating their delivery options and providing a premium delivery experience, whether that's offering a two-hour delivery option or a same-day concierge service.

Carrier control

Given that consumers want choice in all aspects of their online purchasing experience, it makes sense that this now extends to being able to choose the carrier that is entrusted to deliver their goods.

To download the full report, please visit: https://bit.ly/2E3IeIG

Survey methodology

The research was carried out on behalf of MetaPack by Research Now, a global leader in digital data collection. Aged between 18 and 65+, all survey participants had made an online purchase in the last six months and the survey sample was designed to ensure equal respondent weighting between the seven geographic regions Canada (511), France (510), Germany (510), the Netherlands (509), Spain (510), the UK (528) and the US (511) and the age and gender of the participants.

About MetaPack

Founded in 1999, MetaPack helps e-commerce and delivery professionals to meet with the consumer's growing expectations of delivery, whilst maintaining and optimising operational efficiency. MetaPack's SaaS solution offers a wide range of personalised delivery services, from global order tracking to simplified return procedures, through a catalogue of 470 carriers and 5,000 services available that span every country in the world. Thanks to MetaPack, more than 550 million packages are sent annually by many of the world's leading e-commerce retailers. MetaPack is a wholly-owned subsidiary of Stamps.com (Nasdaq: STMP).

 

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