What Your Customers Really Want This Holiday Season is Same-Day Delivery 

 

We recently conducted a study of consumers who plan to purchase something requiring delivery this holiday season, and the results show that this time of year is a particularly pivotal time for retailers to win or lose customer loyalty based on delivery experiences. According to analyst firm eMarketer, online holiday sales are expected to reach $95 billion as Americans purchase holiday gifts, ranging from retail items to food and grocery and floral, that require delivery. To get millions of purchases to customers, retailers rely on delivery service providers and logistics to ensure the right product reaches the right customer in the right condition and on-time.

 

Our study revealed that 89% of consumers say they are concerned about their holiday gifts arriving on time and 83% are concerned about their holiday gifts arriving damaged. While these may sound like concerns about delivery companies, in fact, the study uncovered that customers reward and blame retailers for the respective successes and failures of holiday deliveries. Specifically, when delivery goes smoothly, 96% say it reflects well on the retailer. And when delivery goes poorly, 94% blame the retailer, while as few as 42% blame the delivery provider.

Holiday Gifts in Woman's Hands

The interesting thing is that a mistake becomes even more deadly during the holidays. Nearly all respondents agreed that when it comes to gifts, retailers need to get it right. Our findings show the following: 

• 87% agree that when ordering a gift, receiving the right item is even more important than when purchasing something for themselves.
• 89% say they are concerned about their holiday gifts arriving on time and 87% agree that when ordering a gift, receiving the item on time is even more important than when purchasing something for themselves.
• 83% are concerned about their holiday gifts arriving damaged, and 87% agree that when ordering a gift, receiving the item in its expected condition is even more important than when purchasing something for themselves.
• 85% say they’re concerned about poor delivery practices impacting their holiday gifts such as “throwing packages” and “leaving them in the rain.”

It’s not all bad news. The good news is that when a retailer keeps its promises during the holiday, customers are 17% more likely to recommend it than during any other time of the year. And there’s huge opportunity to catch those last-minute shoppers. 64% of respondents said they will be doing last-minute shopping this holiday season, and 87% of those said they would be more likely to purchase from a retailer that offers same-day delivery.

Partnering with the right same-day delivery company can help boost a retailer’s word of mouth business. The survey found that customers are 21 times more likely to recommend a retailer that offers same-day delivery compared to one offering 2-day delivery. What’s more is that customers are 28 times more likely to recommend a retailer with same-day delivery than one that delivers their item later than promised.

This holiday season, offer your customers the ultimate convenience and peace of mind with a same-day delivery option you can rely on. With Dropoff, your customers’ packages are always handled with care, from pickup to delivery. Our Agents act as an extension of your team to give your customers the highest quality service. Real-time tracking technology and signature verifications let you and your customers know that their items have been delivered on time and in perfect condition. Wow your customers this year with same-day delivery via Dropoff. Contact us today to get started.

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What Our Clients Are Saying

"Placing my Dropoff order is quick and easy, and it is valuable to be able to follow the progress. Their Agents are uniformed and courteous. Dropoff has given us full satisfaction."

Lauren Havens - Director of Sales, YLANG 23

"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 Florist

"I used to do 100% of all our bakery deliveries myself, and with 8-10 deliveries every day, it was becoming a full-time job. Now Dropoff handles my deliveries for me, with zero customer complaints. For the first time in almost four years I have been able to close my monthly accounting procedures on time as I actually have time to get my books up to date. Dropoff has been great to work with and has given me time to focus on what matters."

Brian Herbstreit - Owner, Nothing Bundt Cakes

"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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