Eighty-Four Percent of Shoppers are Unlikely to Return After a Poor
AUSTIN, Texas–(BUSINESS WIRE)–#customerexperience—Convey,
Inc., the leading provider of delivery experience management software,
today announced the results of its third annual consumer expectations
study confirming the rising cost of a failed delivery experience.
Of more than 1,500 shoppers surveyed, 98% confirm that shipping impacts
brand loyalty and 84% report they are unlikely to return after just one
negative experience—a 34% percent increase from 2017.
“Delivery expectations have clearly increased year-over-year as Amazon
continues to raise the bar and customers take the bait,” said Kirsten
Newbold-Knipp, chief marketing officer at Convey. “Today, simply
tracking a package isn’t enough. Retailers and brands that want to
thrive need to invest in people, processes and tools that positively
impact last mile delivery and customer loyalty.”
The way a retailer responds to a negative situation can have a positive
impact on repeat purchases. Consumers who cite previous delivery
experiences as a key factor in their retailer selection are 60% more
likely to return to a brand that has positively resolved a prior issue.
Other survey findings include:
Cost is Top of Mind
- 62% cite cost as the most important factor in delivery
Retailers Must Own Up to Delivery Delays
- 87% expect brands to make amends when they miss a delivery date
- 52% expect a refund or discount on shipping costs
Scheduling and Routing Options are Critical
- 55% need to reschedule appointment windows at least 20% of the time
- 70% expect to be able to make some kind of routing change, whether to
a new address, terminal or pick up locker, a 41% increase from 2017
Customers Prefer Private Channels for Negative Feedback
- 98% want to self-serve or interact with a brand to resolve delivery
- 89% want to provide feedback when they have a negative delivery
- 42% cite email as their preferred channel for feedback, whereas 28%
prefer customer service lines
Convey helps global retailers including Jet.com, Eddie Bauer and Grove
Collaborative manage more than 10 million shipments monthly, resulting
in 4X faster issue resolution, and a 22% reduction in delivery times.
To learn more about how today’s consumer expectations factor into the
delivery experience, download “Last Mile Delivery: What Shoppers Want
and How to #SaveRetail” here: https://go.getconvey.com/save-retail.
About Convey, Inc.
With delivery expectations skyrocketing, brands cannot leave the
critical last mile to chance. Convey’s Delivery Experience Management
platform combines real-time visibility, post-purchase experiences, and
advanced insights and analytics to create a solution uniquely capable of
perfecting last mile delivery. Supply chain and customer experience
leaders including Neiman Marcus, Jet.com and Eddie Bauer rely on
Convey’s software and expertise to take action to ensure shoppers get
their orders how and when they want, resulting in happier, loyal
customers and a lower cost to serve. Founded in 2013, Convey is backed
by Silverton Partners, Techstars Venture Group, RPM Ventures and based
in Austin, Texas. Learn more about Convey at: www.getconvey.com.
FOLIO Communications Group, LLC
Cybele Diamandopoulos, 512-535-4422