Offering more delivery options drives customer loyalty, according to survey

Online retailers who offer more delivery options are rewarded with greater customer loyalty, according to the 2018 State of eCommerce Delivery Consumer Research Report, a survey by MetaPack.

Almost 3,600 consumers in the US, the UK, Canada, France, Germany and Spain were surveyed for the report. 61% of these respondents said that a positive delivery experience would encourage them to shop with a retailer again, while 54% said that being given a choice of carrier was an important factor.

62% of respondents said free delivery was the top consideration, while almost half of respondents said they would choose one retailer over another if a loyalty scheme was offered with free next-day delivery.

While 49% no longer expected to have to pay for standard delivery, 70% were willing to pay more for a faster or more convenient service.

The survey also revealed that roughly half of respondents made between one to five purchases from overseas. 45% cited expensive delivery as the biggest obstacle to cross-border shopping.

Source: Post and Parcel Technology International

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