Consumer Expectations When It Comes To Shipping And Deliveries

August 18, 2021

A survey conducted by Sifted found that out of 500 consumers, 57% are ready to spend an extra 10% or more for sustainable shipping and packaging, according to Yahoo Finance. Interestingly, only 4% of 50 direct-to-consumer (DTC) brands surveyed by ParcelLabs provide an option for less packaging on shipments. ParcelLabs CEO and co-founder Tobias Buxhoidt told FreightWaves, “These statistics confused us because its clear consumers want sustainable shipping options. But only 4% of companies are providing an option for less packaging.”

Moreover, the poll reveals that a staggering 91% of consumers want eco-friendly shipping options at checkout is true among shoppers who aren’t eco-conscious. Of those who claimed eco-friendly practices were not essential, 73% would still want sustainable options when checking out online. The adaptation of online shopping during the coronavirus pandemic is to blame for these new consumer expectations regarding shipping and deliveries. Given that these changes are likely to stay, how retailers handle shipping will significantly impact their businesses. Below are a few things customers want during the shipping and delivery phase.

Sustainability is a top priority

Today’s consumers are more conscious of environmental issues. IBM reports that about six in 10 consumers are willing to change their shopping behaviors to reduce their carbon footprint. It’s worth noting that every shipment results in carbon dioxide being emitted from vehicle exhausts. Not to mention, landfills are filled with packaging materials that emit toxic greenhouse gases. Because of these facts, consumers are now challenging retailers to provide more sustainable shipping choices. Many retailers have started embracing the use of compostable and recyclable shipping materials to meet customer demands. Other eco-friendly shipping practices businesses can implement include transporting items in bulk, providing carbon-neutral shipping, and creating a returns program for empty packaging.

Fast and affordable shipping 

A consumer trends report shared by JungleScout shows that 66% of consumers expect free deliveries when they shop online. Additionally, consumers want their products delivered within a two to three days window period. However, many ranked same-day delivery as their top option and even admitted it would influence them to purchase more items online. Ideally, providing fast and free shipping is an excellent way to promote customer satisfaction, reduce cart abandonment, and increase order value. But free delivery isn’t a viable move for many online sellers. That’s why most retailers have set a specific amount consumers must spend on products to enjoy free delivery. For example, Amazon and Walmart have set a minimum limit of $25 and $35, respectively. This means consumers who spend $25 and above on Amazon can rest assured that their products are delivered at their doorstep within one or two days at zero or low costs.

Transparency around shipping timelines

As more consumers embrace the idea of shopping online, retailers must prioritize transparency. That’s because shoppers want to enjoy a stress-free shipping experience. In short, online buyers want to know when their products will arrive and accurate details about the cost of shipping before making a purchase. Businesses can boost transparency around delivery windows by providing real-time shipping costs and delivery time estimates during check out. Doing so influences consumers to purchase items from your store because they can quickly determine when they’ll receive their items.

Remember, delays occur unexpectedly, forcing retailers to adjust their shipping and delivery plans. While many customers are always willing to wait for an extra day or two for their packages to arrive, they cite a lack of communication from online sellers as a significant challenge. Like in any other business operation, effective communication concerning delivery timeframes is essential. Providing regular status updates and communicating with customers when mishaps occur and the steps you’re taking to deliver their items goes a long way in winning customer trust.

Flexibility in shipping and deliveries

In addition to transparency, online buyers want flexibility when it comes to shipping and deliveries. Ideally, customers are more willing to do business with retailers capable of providing a wide range of delivery options, since they’ll have the freedom to pick an option that fits their preferences. Some of the delivery options retailers can provide include free delivery, curbside pickup, collect in-store, and next-day delivery.

While it may not be possible for online sellers to offer all these services, it’s wise to offer choices. For instance, providing free delivery based on a certain amount spent on items is a sure way of attracting and retaining consumers. But that doesn’t mean you should prioritize free deliveries only. Many customers are always prepared to spend extra money for speed and convenience, meaning they would pick a retailer that provides shipping services overnight. That way, their packages can arrive the next day. According to experts, overnight shipping or next-day delivery guarantees convenience, though at an additional cost. Consumers can expect goods of up to 150lbs shipped overnight and delivered at their doorstep, or local pickup points by 8:30 am on weekdays.

Consumers are keen on health and safety

Since the beginning of the health crisis, social distancing has become the norm, and consumers are expecting that retailers can maintain safe packaging and shipping practices. Many retailers are responding to this need by implementing new procedures that aim to enhance health. These new health and safety processes include contactless deliveries and pickup, regular deep cleans, and mandatory masks. Retailers must also ensure their shippers keep consumers safe through the end of the shopping journey. This step entails communicating the importance of following health and safety measures, from packaging, shipping, and deliveries. Doing so helps earn customer confidence, resulting in high conversion rates.

Customer expectations around shipping and delivery services have changed significantly over the years. Today’s online shoppers want a more sustainable approach to product deliveries and expect retailers to be transparent about delivery timelines. Fast and free or low-cost shipping, safety, and flexibility are other concerns consumers have when purchasing goods online. To meet these expectations, retailers must rethink their shipping practices. These include using eco-friendly packaging materials, transporting packages in bulk, and implementing new health and safety standards. Retailers should also provide real-time shipping rates, estimated delivery timeframes, and shipping options like free deliveries, overnight shipping, and curbside pickup.

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