Shipping and logistics can be a tricky area for etailers, providing a variety of options, meeting customer expectations and of course, the main goal of making sure your products are delivered in a timely and professional manner. Meeting the delivery needs of busy consumers is becoming more and more of a challenge but luckily there are also an increasing number of delivery options available to cater for these needs.
To be able to meet customer expectations we first need to understand them and thanks to research carried out by Ipsos Research on behalf of Honeywell, we have a clearer idea of UK consumers expectations:
99% of consumers surveyed had ordered something online in the last 3 months and the same percentage expected to be carrying out some form of online shopping in the next 5 years. Where their views differed was on the delivery options that would be available to them:
- Eight in 10 (79%) believe they will still receive items they buy online via courier
- Four in 10 (39%) expect to pick up items at an agreed third party location (parcel point, local shop, other)
- A quarter (23%) expect to pick items up at a post office or sorting office
- 12% expect items to be delivered by drone or robot
The message is clear, keep your delivery options diverse and don't hesitate to keep up with the current delivery trends (click and collect, pick-up points, etc.) to keep your customers happy. With nearly half of those surveyed admitting they have abandon their cart and 91% of consumers checking delivery options before checking out, it's down to etailers to meet their expectations and keep them on site.
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