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5 Consumer Expectations for 2017 Holiday Shopping

Posted by Rachel Carollo on Dec 6, 2017 9:48:36 AM

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We recently announced the findings of our 2nd Annual Holiday Survey, which revealed that delivery options play a key role in where U.S. consumers choose to shop. Let’s dig a little deeper into the data and hone in on these five consumer expectations for holiday shopping this year.

Consumers want same-day delivery, and they reward retailers that offer it.

A majority (60%) of U.S. holiday shoppers say they are more likely to purchase gifts from retailers that offer same-day delivery. They’re also 26% more likely to recommend a brand that offers same-day delivery than one that offers free delivery.

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Consumers blame retailers for bad delivery experiences.

Our survey respondents feel it is the brand’s responsibility to ensure the right product(s) are delivered on-time, in their proper condition, and undamaged.

Consumers also indicated that they place blame on the brand/retailer for mis-haps. 70% blame the brand/retailer if a product they order arrives damaged, while 75% blame the brand/retailer if a product they order arrives late.

While some retailers may feel that once a package leaves their warehouse, whatever happens next is out of their hands, it’s clear that consumers don’t agree. It’s imperative that retailers choose a logistics partner that accurately represents their brand and customer service values throughout the delivery process. 

Consumers plan to do last minutes shopping.

67% of consumers indicated they plan to do last minute holiday shopping this year. Of those, 90% said they are more likely to purchase from retailers offering same-day delivery.

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Consumers are even more discerning when it comes to purchasing gifts.

The survey results indicated that a seamless delivery experience is even more important to shoppers when they are purchasing holiday gifts versus when they are shopping for themselves.

  • - 93% said receiving the correct item is even more important than when purchasing something for themselves.
  • - 90% said receiving the item on-time is even more important than when purchasing something for themselves.
  • - 90% said receiving the item in its expected condition (undamaged) is even more important than when purchasing something for themselves.
  • - 77% said being able to track the item in real-time (77%) is even more important than when purchasing something for themselves.

Consumers want to know exactly when their packages will arrive.

90% of consumers said if their purchase can be tracked in real-time during the delivery process, they would be more likely to purchase from the retailer again. Consumers are also 3 times less likely to recommend a brand to others if they can’t track their order in real-time.

Do you need help meeting consumer expectations this holiday? Contact us today to learn how we help retailers delight their customers with our professional and reliable same-day delivery solutions.

Topics: Same-Day Delivery

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