As online shopping continues to dominate the retail landscape, a recent study by IMRG, sponsored by nShift, casts a spotlight on the crucial factors that shape consumer experiences post-purchase. The study’s findings emphasize the “three Cs” – convenience, clarity, and communication – as defining elements for consumer satisfaction in e-commerce deliveries.
Convenience: The Cornerstone of Customer Contentment
Convenience is king in the realm of e-commerce. With over half (54%) of respondents expressing concern over missed deliveries, the study underscores the need for diversified delivery options that cater to consumer convenience. Flexibility in scheduling deliveries and alternative Out Of Home (OOH) collection points such as parcel shops and lockers are seen as vital to a satisfactory shopping experience.
Clarity: Making Transparency a Priority
Clarity in delivery and return policies is not just a preference but a clear expectation for nearly three-quarters (74%) of consumers. Prior to making a purchase, shoppers seek transparent information that guides their decision-making process and fosters trust in the retailer.
Communication: Keeping Customers in the Loop
A staggering 80% of shoppers demand online order tracking. The study reveals that effective communication, including confirmation of return parcel receipt, is paramount in enhancing the post-purchase journey and encouraging customer loyalty.
Sean Sherwin-Smith, Product Director Post-Purchase at nShift, emphasizes the importance of delivering a great customer experience at every stage of the delivery journey. He notes that “frequent shoppers are 2.5 times more likely to take their business elsewhere when something goes wrong with the delivery.” This highlights the direct impact of the delivery experience on customer retention and brand loyalty.
Five Top Tips for Retailers
- Offer a range of clearly displayed delivery options at checkout to cater to varying customer preferences.
- Enable multi-carrier deliveries to maintain service reliability during peak times.
- Maximize delivery success through alternative OOH collection points.
- Maintain customer engagement with relevant and branded communication.
- Facilitate easy returns to instill confidence in the brand and reduce return volumes.
The Consumer Home Delivery Report is a testament to the evolving expectations of e-commerce consumers. Retailers that heed these insights and integrate the three Cs into their service offerings are poised to excel in the competitive online market. For further details on maximizing delivery and returns, visit nShift at www.nshift.com.
