FarEye study: Poor online delivery experience costing retailers dear

85% of consumers will not shop with a retailer again after having had a poor online delivery experience, according to research from FarEye.

The company surveyed 1,000 American shoppers in June.

It also found that 88% of people may abandon their online cart if delivery terms are poor, such as having slow delivery or high costs.

“These survey results further reinforce the need for last mile delivery logistics to evolve to meet ever changing consumer demands and solve the last mile challenge,” says Judd Marcello, CMO, FarEye. “Last mile is only going to get more complicated.”

Consumers surveyed define a positive delivery experience as having fast delivery (36%), low shipping cost (34%), delivery tracking/visibility (28%). 86% prefer to wait no more than three days for a delivery and only 7% felt the online returns process had been an easy experience.

FarEye has developed a Last Mile Mandate, consisting of the core principles brands must adhere to, in order to win the last mile.

These are: Dramatically simplify the most complicated aspects of delivery logistics; Improve customer satisfaction and loyalty by delivering unique on-brand consumer experiences and ensuring on-time, accurate deliveries.

Create new, differentiated offerings that reflect dynamic consumer buying behaviours; Continuously reduce the environmental impact from deliveries.

“Last mile delivery is the most complicated and costly part of the delivery journey. Simplifying complexity and derisking logistics is a priority for every brand,” says Marcello.

“The first rule in last mile is delivering a superior customer experience and brands that adhere to the Mandate will not only achieve this, they’ll also drive efficiency and growth, ultimately turning the delivery experience into a competitive advantage.”

Online deliveryStaff WriterFarEye, Online delivery, E-commerce, Online retail, Last mile delivery, Online returns, LogisticsComment