45% of consumers expect online orders to be delivered within two days, according to research by GreyOrange.
The company, which specialises in the automation of fulfilment operations, polled 1,500 consumers from the UK and Benelux.
It found that the coronavirus pandemic has accelerated consumers’ demand for immediacy when it comes to delivery options, and that poor and slow options are impacting their choice of retailer.
49% of the respondents said that shipping and delivery options are factors they consider when making a purchasing decision.
57% stated that three late orders would be enough to put them off purchasing from the same retailer again. Yet despite this 22% noted that up to three quarters of their online orders were delivered late last year.
Terrie O’Hanlon, Chief Marketing Officer GreyOrange, says: “These survey results emphasise the importance of fast and efficient fulfilment operations.”
“Consumers are spoilt for choice when it comes to making a purchase, with an abundance of different retailers all able to deliver to them the same, or similar, products.”
“This means offering a strong customer experience, which includes delivery options that meet the customer’s expectation, is an even more important factor for retailers to consider as they look to retain current customers and attract new ones.”
“Retailers need to have a resilient and agile fulfilment operation in place that enables them to pivot seamlessly between channels to meet consumer demand – whether that be in-store, online, or a mix with buy-online, pick up in-store or at curb or at locker. Without this, the data suggests retailers will be simply be left behind.”