5 Consumer Expectations for 2017 Holiday Shopping
![](https://www.dropoff.com/wp-content/uploads/2017/12/DO-HolidayInfographic-1000x500-brandloyalty-v1-min.jpg)
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.
![Consumers are more likely to recommend a brand that offers same-day delivery vs free delivery Consumers are more likely to recommend a brand that offers same-day delivery vs free delivery](https://dropoffinc.wpengine.com/wp-content/uploads/2020/07/DO-HolidayInfographic-1000x500-recommend-v1-min.jpg)
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.
![Same-day delivery is even more important to last minute shoppers Same-day delivery is even more important to last minute shoppers](https://dropoffinc.wpengine.com/wp-content/uploads/2020/07/DO-HolidayInfographic-1000x500-lastminshoppers-v1-min-1.jpg)
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.