Simply hearing about a negative delivery experience could make 70% of UK consumers less likely to shop with a retailer, according to new research from Metapack.
Across the UK, France and Germany over two-thirds of consumers are less inclined to shop with a retailer after hearing of a negative delivery experience.
The Post Purchase Experience Report showed that more than 60% of UK consumers have shared negative delivery experiences with friends and family. Nearly 15% of UK consumers said they have posted about it on social media and 22% of UK consumers have posted an online review, following one negative delivery experience.
More than 35% of UK consumers said they have stopped shopping with a retailer completely following one negative delivery experience.
But it’s not a one-off. 40% of shoppers said they have had bad-post purchases experiences with some degree of regularity although younger shoppers are reporting more frequent bad experiences.
Duncan Licence, VP global product at Metapack said: “In today’s ecommerce-first landscape, retailers need to be investing in post-purchase experience technology and infrastructure to meet rising consumer expectations. Our new research reveals how consumers really feel about their delivery experiences and its importance when it comes to retaining customers and increasing their loyalty. It’s not just a case of consumers having disappointing delivery experiences first-hand, but also the consequential impact of hearing about delivery experience second-hand, that will be worrying retailers.”
Another notable highlight from Metapack’s new research is the growing importance of the delivery proposition as part of the overall experience, with 87% of UK shoppers stating that the range of delivery options presented to them is an important factor. Alongside this, almost 70% of UK consumers state that the carrier assigned to deliver their order also impacts on their overall delivery experience.