Retail Shipping and Delivery Statistics

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Evolving 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 - Convey

66% of supply chain leaders are held accountable to CX metrics.

March 12, 2019 | The Perfect Order: Overcoming Roadblocks in Last Mile Delivery Experience - Convey

96.3% 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 - Convey

9 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 - Convey

70% 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 - Convey

54% 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 - Convey

38% 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 - Convey

Evolving 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 - Convey

40% of companies use delivery performance as a key performance indicator when monitoring their supply chain.

May 11, 2017 | GEODIS

13% of retailers deliver 75% or more of their orders direct to customers.

March 29, 2019 | Retail TouchPoints

11% of retailers responded that the percentage of products they deliver to shoppers has increased significantly in the past 18 months.

March 29, 2019 | Retail TouchPoints

Supply 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 | GEODIS

Only 6% of supply-chain-dependent companies said they have achieved maximum visibility into their supply chains.

May 11, 2017 | GEODIS

The 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 Bureau

Supply 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 - Convey

Businesses with optimal supply chains have 15% lower costs than those not focused on optimization.

October 3, 2016 | Logistics Bureau

79% of companies with high-performing supply chains achieve revenue growth at a greater than average pace, within their industry.

October 3, 2016 | Logistics Bureau

51% 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 - Convey

74% of firms use four or five different transportation modes among their supply chain.

May 11, 2017 | GEODIS

Companies with global supply chains can be standing on a cost base of which 90% is attributable to supply chain expenditure.

October 3, 2016 | Logistics Bureau

54% of retailers use data to determine more efficient delivery routes.

March 29, 2019 | Retail Touchpoints

77% of companies dedicate greater than 5% of turnover to supply chain.

May 11, 2017 | GEODIS

The 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 Dive

Customer 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 - Convey

40% 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 - Convey

73.6% 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 - Convey

43% 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 - Convey

2/3 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

65% of consumers want greater flexibility for deliveries .

March 29, 2018 | Retail TouchPoints

51% of consumers want real-time visibility into the status of their orders.

March 29, 2018 | Retail TouchPoints

76% of shoppers say having multiple fulfillment options influences their purchasing decision, up from 64% in 2017.

April 9, 2018 | Retail TouchPoints

Customer Speed of Delivery Preferences

64% of online consumers expect orders placed by 5 p.m. to qualify for next-day shipping.

June 5, 2017 | UPS

61% of online consumers expect orders placed by noon to qualify for same-day shipping.

June 5, 2017 | UPS

15.1% 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 - Convey

Nearly 40% of abandoned carts were a result of an estimated delivery time of at least eight days.

August 12, 2012 | Comscore

15% of abandoned carts were a result of an estimated delivery time of five to seven days.

August 12, 2012 | Comscore

61% of consumers want faster deliveries.

March 29, 2018 | Retail TouchPoints

The 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 | AlixPartners

63% of consumers expect a standard delivery to arrive within three days.

April 9, 2018 | Retail TouchPoints

9.7% 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 - Convey

40% of shoppers say taking more than two days for delivery would prevent them from making a purchase.

April 9, 2018 | Retail TouchPoints

Customer Shipping Cost Preferences

47% of U.S. consumers say they’ve paid extra for either same-day or next day delivery.

March 20, 2018 | Dropoff

63% of consumers shared that shipping costs are their least favorite part of online shopping.

February 16, 2018 | Big Commerce

61.8% 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 - Convey

77% of brands offer free shipping on their web sites.

February 12, 2018 | L2

While price is still the most important factor for 61% of shoppers, that share has fallen from 70% in 2017.

April 9, 2018 | Retail TouchPoints

Customer 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 - Convey

93% 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 - Convey

95% 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 - Convey

50% of shoppers prefer to receive email notifications while 20% prefer text notifications.

November 15, 2017 | The Modern Customer Delivery Imperative - Convey

97.5% 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 - Convey

The percentage of retailers using email notifications to communicate delivery status updates dropped from 86% in 2018 to 57% in 2019.

March 29, 2019 | Retail TouchPoints

Customer 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 - Convey

94% of consumers are interested in providing some form of feedback to the retailer.

November 15, 2017 | The Modern Customer Delivery Imperative - Convey

Only 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 - Convey

27.8% 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 Touchpoints

47% of retailers have implemented delivery feedback surveys.

March 29, 2018 | Retail TouchPoints

Delivery'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 - Convey

52% 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 - Convey

94% of customers blame the retailer after a delivery goes poorly.

July 6, 2017 | Dropoff

44% 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 - Convey

Consumers 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 2018

98.1% of consumers say that shipping impacts brand loyalty.

November 22, 2018 | Last Mile Delivery: What Shoppers Want and How to #SaveRetail - Convey

79% of customers would not purchase from a retailer again if a delivery was damaged.

March 20, 2018 | Dropoff

73% 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 - Convey

Exception 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 - Convey

41% of shoppers expect to be notified immediately when an exception occurs.

November 15, 2017 | The Modern Customer Delivery Imperative - Convey

57% 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 - Convey

16.8% 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 - Convey

83% 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 - Convey

57% of customers expect a full refund if their package arrives damaged.

November 15, 2017 | The Modern Customer Delivery Imperative - Convey

32% 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 - Convey

6.3% of shoppers reported having negative shipping experiences, with 3.5% of delivery experiences spoiled by unaddressed shipping issues.

January 15, 2018 | Exception Resolutions for 2018

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

November 15, 2017 | The Modern Customer Delivery Imperative - Convey

26% 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 - Convey

24% 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 - Convey

The 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 Dive

Holiday 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 - Convey

20% of consumers expect to do the majority of their shopping ahead of Thanksgiving.

November 15, 2018 | The Modern Customer Delivery Imperative - Convey

29% 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 - Convey

UPS reported that shoppers returned more than 1 million packages to retailers every day in December through December 27, 2017.

January 2, 2018 | Digital Commerce

Shoppers 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 - Convey

Shoppers 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 2018

Large 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 - Convey

48% 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 - Convey

56% 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 - Convey

3 of 10 large item shipments require multiple contact attempts to schedule an appointment.

Tactics that Make or Break the Home Delivery Appointment

More than 28% of large-item delivery attempts fail, even after an appointment has been made.

Tactics that Make or Break the Home Delivery Appointment

Failed 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 Appointment

Failed 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 Logistics

Just 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 Logistics

Failed online deliveries cost UK retailers an estimated £2.29m in returned goods on average each month.

May 15, 2018 | SHD Logistics

European Customer Delivery Preferences

70% of consumers want retailers to provide more flexible fulfillment options.

May 15, 2018 | SHD Logistics

46% 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