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Retail supports $1.2 trillion of GDP in other U.S. industries and 16% of the nation’s total wages.
February 23, 2018 | National Retail Federation
According to retail industry analysis, the November-December 2017 sales growth marked the strongest gain since the Great Recession and the largest year-over-year gain since 2010.
January 12, 2018 | National Retail FederationE-commerce sales in the first quarter of 2019 accounted for 10.2% of total retail sales, a 0.6% increase from the first quarter of 2018.
May 17, 2019 | U.S. Census Bureau
89% of retail companies are expected to be competing primarily on the basis of customer experience.
October 3, 2016 | Logistics BureauIn the U.S., B2C e-Commerce accounted for $660 billion in 2017.
BigCommerceBy 2021, B2B e-Commerce in the US is estimated to top $1.18 trillion.
BigCommerce
89% of B2B buyers use the internet to find products.
BigCommerceIn May 2018, there was a lower preference for in-store buying among the US internet users surveyed. Furniture, home furnishings and accessories ranked fifth, with 71.8% of respondents preferring physical retail.
June 13, 2018 | eMarketer RetailUS retail ecommerce sales of furniture and home furnishings will hit $50.32 billion in 2018. That will account for just 9.6% of total retail ecommerce, but it will represent the fastest growth (18.2%) among product categories.
June 13, 2018 | eMarketer Retail
Over the past 18 months, there has been a 50% increase in last mile services, with most of the demand coming from B2C e-Commerce.
March 29, 2018 | Retail TouchPointsEvolving Organizational Dynamics
83% of retailers report that CX is now a company-wide goal and that they are feeling pressure to improve it.
November 22, 2017 | Redefining Final Mile Delivery in the age of the Customer - Convey66% of supply chain leaders are held accountable to CX metrics.
March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - Convey96.3% of retail leaders consider CX to be important when measuring last mile supply chain performance.
March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - Convey9 out of 10 SCM leaders saying that access to shared data and improved collaboration is important to long term success.
March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - Convey70% of retailers said it was either crucial or very important to improve “bidirectional communication” with consumers regarding their delivery expectations, package tracking, and resolution of delivery options.
November 22, 2017 | Redefining Final Mile Delivery in the age of the Customer - Convey
96% of shoppers want their retailers to identify and resolve package exceptions while they are in transit.
March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - Convey54% of SCM's say the inability of take action on distressed shipments is one of their top three concerns.
March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - Convey38% of retailers are concerned about customer expectations of delivery times, while 36% are concerned about expectations in regards to free and/or low-cost shipping.
March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - ConveyEvolving Supply Chain Dynamics
57% of firms consider their supply chain to be a competitive advantage that enables the development of their company.
May 11, 2017 | GEODIS
52% of retailers identified delivery/fulfillment logistics as a significant last-mile challenge.
March 29, 2019 | Retail Touchpoints
52.8% of supply chain managers say the high cost of appeasing customers is one of their top three concerns.
March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - Convey40% of companies use delivery performance as a key performance indicator when monitoring their supply chain.
May 11, 2017 | GEODIS13% of retailers deliver 75% or more of their orders direct to customers.
March 29, 2019 | Retail TouchPoints11% of retailers responded that the percentage of products they deliver to shoppers has increased significantly in the past 18 months.
March 29, 2019 | Retail TouchPointsSupply Chain Visibility
70% of firms consider their supply chains to be of a very or extremely complex nature.
February 16, 2018 | GEODIS
9 out of 10 supply chain leaders say that access to shared data and improved collaboration is important to long term success.
77% of the firms asked have either restricted or no end-to-end supply chain visibility.
May 11, 2017 | GEODISOnly 6% of supply-chain-dependent companies said they have achieved maximum visibility into their supply chains.
May 11, 2017 | GEODISThe need for better supply chain visibility is increasing, retailers that had 500 suppliers five to 10 years ago might have 5,000 today.
October 3, 2016 | Logistics BureauSupply Chain Optimization
4 out of 5 retailers feel that any omni-channel upgrade must be paired with operational efficiency.
November 22, 2017 | Redefining Final Mile Delivery in the age of the Customer - ConveyBusinesses with optimal supply chains have 15% lower costs than those not focused on optimization.
October 3, 2016 | Logistics Bureau79% of companies with high-performing supply chains achieve revenue growth at a greater than average pace, within their industry.
October 3, 2016 | Logistics Bureau51% of respondents said reducing costs and improving margins is still crucial in supply chain.
November 22, 2017 | Redefining Final Mile Delivery in the age of the Customer - Convey74% of firms use four or five different transportation modes among their supply chain.
May 11, 2017 | GEODISCompanies with global supply chains can be standing on a cost base of which 90% is attributable to supply chain expenditure.
October 3, 2016 | Logistics Bureau54% of retailers use data to determine more efficient delivery routes.
March 29, 2019 | Retail TouchpointsThe American Trucking Associations (ATA) states that the current shortage of drivers is over 50,000+ nationwide. According to the USA Today, the ATA expects the number to reach almost 100,000 by 2021.
May 8, 2018 | Supply Chain DiveCustomer Delivery Option Preferences
Shoppers aged 18-34 are 35% more likely to prefer self-service options such as pick-up lockers and shipment holding at a terminal.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey40% of shoppers consider the post-purchase experience the most memorable part of the brand experience.
November 22, 2017 | Shoppers Share Keys to Astonishingly Good Customer Delivery - Convey73.6% of consumers reported delivery is most important to the overall shopping experience.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey43% of shoppers want retailers to reward their loyalty by personalizing the delivery experience.
November 22, 2017 | Redefining Final Mile Delivery in the age of the Customer - Convey2/3 of customers will choose a retailer based on the availability of delivery options.
July 7, 2016 | Accenture
52% of shoppers prioritized guaranteed delivery dates over free shipping.
November 22, 2017 | The Modern Customer Delivery Imperative - Convey
51% of consumers want real-time visibility into the status of their orders.
March 29, 2018 | Retail TouchPoints76% of shoppers say having multiple fulfillment options influences their purchasing decision, up from 64% in 2017.
April 9, 2018 | Retail TouchPointsCustomer Speed of Delivery Preferences
64% of online consumers expect orders placed by 5 p.m. to qualify for next-day shipping.
June 5, 2017 | UPS61% of online consumers expect orders placed by noon to qualify for same-day shipping.
June 5, 2017 | UPS15.1% of customers expect some form of expedited shipping if a delivery is late.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - ConveyNearly 40% of abandoned carts were a result of an estimated delivery time of at least eight days.
August 12, 2012 | Comscore15% of abandoned carts were a result of an estimated delivery time of five to seven days.
August 12, 2012 | ComscoreThe maximum number of days people are willing to wait for an item to be delivered in exchange for free shipping has decreased, from 5.5 days in 2012 to 4.1 in 2018.
March 14, 2018 | AlixPartners63% of consumers expect a standard delivery to arrive within three days.
April 9, 2018 | Retail TouchPoints9.7% of customers say same or next day delivery is the most important factor of delivery.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey40% of shoppers say taking more than two days for delivery would prevent them from making a purchase.
April 9, 2018 | Retail TouchPointsCustomer Shipping Cost Preferences
47% of U.S. consumers say they’ve paid extra for either same-day or next day delivery.
March 20, 2018 | Dropoff63% of consumers shared that shipping costs are their least favorite part of online shopping.
February 16, 2018 | Big Commerce61.8% of consumers reported that cost was the most important shipping factor when making the decision to buy.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - ConveyWhile price is still the most important factor for 61% of shoppers, that share has fallen from 70% in 2017.
April 9, 2018 | Retail TouchPointsCustomer Delivery Communication Preferences
75% of shoppers believe proactive communication is an important aspect of the delivery experience.
May 12, 2016 | The Cost of Poor Delivery - Convey93% of customers reported that they want to stay informed and receive proactive updates from retailers about their shipments.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey95% of shoppers reported that they expect retailers to proactively respond if the carrier’s estimated delivery date changes while a shipment is in transit.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey50% of shoppers prefer to receive email notifications while 20% prefer text notifications.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey97.5% of shoppers expect to either be able to self-serve or interact with the retailer directly to resolve delivery issues.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - ConveyThe percentage of retailers using email notifications to communicate delivery status updates dropped from 86% in 2018 to 57% in 2019.
March 29, 2019 | Retail TouchPointsCustomer Delivery Feedback Preferences
41.9% of shoppers prefer to provide feedback via email, while 16.5% prefer online form.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey94% of consumers are interested in providing some form of feedback to the retailer.
November 15, 2017 | The Modern Customer Delivery Imperative - ConveyOnly 11% of shoppers suggested that providing feedback in the event of a poor delivery experience was not necessary.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey27.8% of customers are interested in providing feedback via customer service line.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey
46% of retailers identified handling customer complaints efficiently and effectively as a significant last-mile challenge.
March 29, 2019 | Retail TouchpointsDelivery's Impact on Customer Loyalty
84% of customers will not return to a retailer after one poor delivery experience.
March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - Convey52% of consumers said that efficiency and ease of service are the defining factors for brand loyalty.
November 22, 2017 | Shoppers Share Keys to Astonishingly Good Customer Delivery - Convey44% of shoppers say they aren't likely to return if they have a poor returns experience.
March 5, 2018 | Keys to Reducing Online Returns Anxiety - ConveyConsumers who had an issue that was resolved were 42% more likely to report that they would return than those who had an issue that went unresolved.
January 15, 2018 | Exception Resolutions for 201898.1% of consumers say that shipping impacts brand loyalty.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey79% of customers would not purchase from a retailer again if a delivery was damaged.
March 20, 2018 | Dropoff73% of customers said superior delivery would impact the decision between a retailer and amazon.
November 22, 2017 | Shoppers Share Keys to Astonishingly Good Customer Delivery - ConveyException Management Benchmarks and Best Practices
51.4% of customers now expect a refund or discount on their shipping costs when a shipment is delayed.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey41% of shoppers expect to be notified immediately when an exception occurs.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey57% of customers said they would be impressed if their retailer either refunded shipping costs or expedited a new shipment in response to a late shipment.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey16.8% of customers expected a discount for a future purchase as compensation for shipping delays.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey83% of customers expect some form of action or compensation for missed promise-by dates.
November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey57% of customers expect a full refund if their package arrives damaged.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey32% of customers expect the retailer to re-route the shipment on their behalf if a package is sent to the wrong address.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey6.3% of shoppers reported having negative shipping experiences, with 3.5% of delivery experiences spoiled by unaddressed shipping issues.
January 15, 2018 | Exception Resolutions for 201857% of customers report that retailers are mediocre at best when it comes to the final mile.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey26% of consumers want any form of resolution as long as it's free if their package is sent to the incorrect address.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey24% of consumers want to return the shipment and expedite a new one if their package is sent to the incorrect address.
November 15, 2017 | The Modern Customer Delivery Imperative - ConveyThe Food Marketing Institute says that grocers lose $75 billion per year in sales — 10% of the industry total — due to out-of-stocks and unsaleable good.
May 8, 2018 | Supply Chain DiveHoliday Shipping Facts
32% of shoppers are more likely to blame the retailer for a failed delivery during the holidays.
November 15, 2017 | The Modern Customer Delivery Imperative - Convey20% of consumers expect to do the majority of their shopping ahead of Thanksgiving.
November 15, 2018 | The Modern Customer Delivery Imperative - Convey29% of customers said the most important delivery factor during the holiday season is desire for a specific promise date.
November 15, 2017 | The Modern Customer Delivery Imperative - ConveyUPS reported that shoppers returned more than 1 million packages to retailers every day in December through December 27, 2017.
January 2, 2018 | Digital CommerceShoppers were 30% more likely to report same-day deliery as the most important factor if they planned to complete the majority of their purchases after December 18th.
November 15, 2017 | The Modern Customer Delivery Imperative - ConveyShoppers who had an issue that was addressed were 2x more likely to say that their delivery experience over the holidays was better than during the rest of the year.
January 15, 2018 | Exception Resolutions for 2018Large Item/LTL/White Glove Delivery
40% of retails sites offer curbside delivery for large items while only 5% offered threshold or white glove delivery for large items.
Finding Your Delivery Sweet Spot - Convey48% of retail sites offer light and heavy assembly for large items but only 7% offer special services for large item assembly.
Finding Your Delivery Sweet Spot - Convey56% of retailers offer variable large item delivery option pricing while 30% of retailers offer free large item delivery after a minimum purchase.
Finding Your Delivery Sweet Spot - Convey3 of 10 large item shipments require multiple contact attempts to schedule an appointment.
Tactics that Make or Break the Home Delivery AppointmentMore than 28% of large-item delivery attempts fail, even after an appointment has been made.
Tactics that Make or Break the Home Delivery AppointmentFailed delivery attempts equate to an average 4.64 additional days of an item sitting at the destination terminal, and a minimum of $69 on average in added cost for the retailer.
Tactics that Make or Break the Home Delivery AppointmentFailed European Delivery
Only 18% of retailers have the capabilities to allow shoppers to alter an order right up until the moment of dispatch.
May 15, 2018 | SHD LogisticsJust 4% of retailers could offer changes in the delivery require appointments at any time after the customer had placed an order.
May 15, 2018 | SHD LogisticsFailed online deliveries cost UK retailers an estimated £2.29m in returned goods on average each month.
May 15, 2018 | SHD LogisticsEuropean Customer Delivery Preferences
70% of consumers want retailers to provide more flexible fulfillment options.
May 15, 2018 | SHD Logistics46% of consumers agreed that convenience and personalization were key factors in online fulfilment, expecting retailers to offer delivery options that are built to fit in around their lifestyles to best meet their needs.
May 15, 2018 | SHD Logistics