25+ Important Retail Delivery Statistics You Should Know

Written By Nicole Titus

Customer shopping trends have been slowly shifting online for years, but that trend exploded in 2020 due to the COVID-19 pandemic. Where fast delivery used to be a preference, now it’s a necessity.

Despite the pressure of the pandemic, customers still expect high quality delivery experiences. And retailers that fail to deliver will fall short of earning repeat business.

But what does a great last mile delivery experience look like? To help you answer that question, we’ve gathered the top retail delivery statistics you need to know to improve your delivery experience.

TRACKING

Receiving an accurate ETA is important or very important to 83% of consumers Localz Click to Tweet

93% of customers reported that they want to stay informed and receive proactive updates from retailers about their shipments Retail TouchPoints Click to Tweet

51% of shoppers want real-time visibility into the status of their order Retail TouchPoints Click to Tweet

73% of supply chain professionals can't currently provide real-time tracking to customers.project44 Click to Tweet

LOYALTY

94% would choose a different shop or brand based on the delivery or collection options available Localz Click to Tweet

84% of customers will not return to a retailer after one poor delivery experience. Convey Click to Tweet

98.1% of consumers say that shipping impacts brand loyalty. Retail TouchPoints Click to Tweet

93% of customers want proactive updates from retailers about their shipments and 75% believe proactive communication is an important part of the delivery experience. Retail TouchPoints Click to Tweet

Customers are 74% more likely to purchase from the same retailer again after using same-day delivery Digital Commerce 360 Click to Tweet

82% of satisfied customers have shared positive delivery experiences with friends and family, and 74% of satisfied consumers intend to increase purchase levels by 12% with their preferred retailer Capgemini Click to Tweet

SPEED

77% of people believe an acceptable delivery window is under 2 hours or less Localz Click to Tweet

62% US Shoppers defined delivery speed as the most important factor in defining a positive shopping experience (higher than friendly sales reps and easy return policies) Avionos Click to Tweet

53% of customers have abandoned a purchase because delivery was too slow Marketing Profs Click to Tweet

Amazon is spending an extra $1.5 billion to transition to one-day shipping this year.CNN Business

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80% of customers want same-day delivery, and 63% want it even faster (1-3 hours). Temando Click to Tweet

Only 53% of retailers offer same-day delivery, and just 20% offer delivery in a few hours Temando Click to Tweet

50% of customers use same-day delivery because they needed it immediately Ecoconsultancy Click to Tweet

65% of merchants plan to offer same-day delivery in the next two years Retail Dive Click to Tweet

CUSTOMER EXPERIENCE

86% of buyers are willing to pay more for a great customer experience. qualtrics Click to Tweet

57% of customers report that retailers are mediocre at best when it comes to the final mile. Retail TouchPoints Click to Tweet

40% of shoppers consider the post-purchase experience the most memorable part of the brand experience Support.com Click to Tweet

73.6% of consumers reported delivery is most important to the overall shopping experience. Total Retail Click to Tweet

94% of customers blame the retailer after a delivery goes poorly. Supply Chain Dive Click to Tweet

Consumers who perceive your brand as human are 2.1 times more likely to love the brand and 1.9 times more likely to be satisfied by it Braze and Forrester Consulting Group Click to Tweet

EFFICIENCY

With the right supply and demand, we see reductions of empty miles in the range of 30-40%.Convoy Click to Tweet

last mile costs account for 53% of total transportation costs Business Insider Click to Tweet

⅓ of truck miles are driven empty Supply Chain Dive Click to Tweet

BUSINESS OPERATIONS

79% said the supply chain and marketing teams have to collaborate to stay competitive in the future. project44 Click to Tweet

49% said customer expectations around delivery times is the most signification last mile challenge Retail Touchpoints Click to Tweet

COVID

90% of consumers say they prefer home delivery to a store visit Digital Commerce 360 Click to Tweet

63% of consumers are avoiding stores and buying more online, with health concerns due to the pandemic driving that decision for 81% Digital Commerce 360 Click to Tweet

47% of shoppers are worried about contracting COVID-19 when waiting in lines Digital Commerce 360 Click to Tweet

Tags: retail

Nicole Titus

Nicole is GoFor's Marketing Automation Manager. She owns the tech marketing stack, implementing best breed of tools that connect the business and marketing automation. She makes it all look effortless so that marketing can pivot on a dime and so the sales and the logistics teams can put customers first. In her spare time Nicole can be found working on DIY projects and hanging out with her dog.

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