Wednesday, April 24, 2024

Dreading the delivery delay

Delivery delays are one of the main concerns for shoppers during this holiday period.

Researched presented by Doddle, reveals that 64% of Australians are concerned about delivery days of online orders.

57% of consumers say they plan to shop earlier, while 21% say they plan to utilise alternative delivery methods, and 9% are prepared to pay more for express delivery.

The Covid-19 lockdown has fundamentally changed consumer behaviour, with 60% of consumers shopping more online, and 87% saying they will continue to shop online post-Covid.

“Covid has caused immense shifts in the way consumers shop and interact with brands, and as a result, we’re anticipating this festive season to be the most digitised yet,” says APAC CEO, of Doddle, Justin Dery.

The convenience of alternate delivery options like pick-up points and lockers is what has motivated 39% of shoppers to choose online shopping options.

“It’s not enough for retailers to simply stick to what they have always done and expect the same success,” continues Mr Dery.

“With Australian e-commerce ballooning in 2020, it’s vital that they prepare themselves early – from stock and discounts, to delivery options and cut-off dates – to ensure customer expectations are met, orders are delivered on time and shoppers’ nerves are settled.”

Although delivery to open address is the preferred option for 83% of shoppers, there is strong demand for out-of-home fulfilment options with 14% of consumers saying they have used alternative delivery options more since Covid-19.

“Even with a small or no physical store network, retailers can meet customer expectations by offering services such as Australia Post Collect, to ensure they offer the best possible experiences that keep customers coming back,” says Mr Dery.

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