Consumers Abandon Shopping Carts Due to Slow Delivery Times 

 

We recently conducted a national survey on consumers’ expectations when it comes to delivery speed and the findings prove that same-day delivery matters. The study consisted of 650 respondents and looked to better understand the expectations of consumers around speed, what shifts those expectations, and what industries best meet those expectations today. We found that 60% of consumers reported they have decided not to purchase from a retailer due to slow delivery speed.

The study results highlight that consumers expectations around speed are at a pivot point. While the median expectation for retail delivery is 2 days, 40% of respondents said they would like it to be same day. Respondents also reported that faster delivery times make them more loyal and less likely to shop around. For retailers looking to reduce cart abandonment and improve metrics like customer lifetime value, this data is critical to understanding how to compete in the ever-changing commerce and e-commerce landscapes.

 

Additional findings include:

• Speed of delivery is very important - 97% said speed is at least somewhat important in determining whether or not they will purchase a product, with 40% saying it is very important.

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 • Expectations do not align with desires - Only 1% of respondents said they expect to receive retail items the same day they ordered, but 40% said they want to. 

• Consumers expect companies to get better - 46% say they expect companies to deliver faster than they did a year ago which is pushing companies to explore new delivery options. 

• Fast shipping will build loyalty like free shipping has - 77% said receiving free shipping made them more likely to purchase from that retailer again, 1 in 3 said it made them irritated when a different company would charge for shipping, and 40% said it made them expect free shipping from others. Those experiencing fast shipping report similar loyalties.

• Beyond speed, technology and professionalism matter - 95% say ability to track their package is important, 58% cite friendliness of delivery personnel as being important and 70% say delivery personnel arriving in uniform is important.

In the same way that free shipping and free returns shifted consumer expectations, same-day delivery will soon become the norm. Retailers who don't understand this will struggle to compete. Those who embrace the change will experience more loyal customers and higher sales conversions. 

Dropoff works with retail and e-commerce businesses to bring same-day delivery to customers, conveniently and reliably. We offer a feature-rich API that connects to your retail and e-commerce POS from our backend to provide a seamless and reliable same-day delivery option to your customer at checkout. Choose from 2-Hour, 4-Hour, or ASAP delivery windows. Once your customer submits the order, Dropoff will instantly be notified and begin the delivery process. 

All of our Agents are uniformed, background-checked, and insured, with extensive customer service experience. They drive cars, SUVs, and vans to accommodate any sized delivery.   

When it comes to same-day delivery, consumer expectations are changing. Stay ahead of the curve and let Dropoff help handle your same-day deliveries.

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What Our Clients Are Saying

"Dropoff has continued to provide Central Market with expedited and reliable service, while exceeding our expectations in their timeliness. Their drivers are always courteous and go above and beyond the needs of our business."

Vanessa Villarreal - Catering Specialist, Central Market

"Dropoff has been great to work with for our express delivery service. The Dropoff team is efficient, reliable, and they always turn around our express requests on time. Dropoff will be a great asset to large and small businesses alike in the Austin area and we look forward to working with them for a long time to come."

Benoit Ballon - Business Owner, King Florits

 "In this fast paced Austin hotel environment, we are always in demand for the highest level of service providers. Dropoff is one such provider, and our “go to” for all of our courier needs. They are swift, professional, and fairly priced for our guests. Their online system is a breeze, and we always know a driver will be here to pick-up or drop-off on time, with a smile!"

SHEENA GENDRON - Concierge Supervisor, JW Marriott Austin

"I've used lots of courier services over the years and Dropoff is by far my favorite. The drivers are neat, courteous, in uniform and friendly. I love the web functionality - you can literally see on a map exactly where your package is at any moment! Also, the mobile version of their website works great and makes scheduling a breeze, even when I'm not at my desk. I can't imagine using anyone else again!"

ANDI VOPALENSKY MORALES - SENIOR ACCOUNT EXECUTIVE, ZAZZLE
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