Consumers Overwhelmingly Choose Home Delivery
January 7, 2022
COVID-19 pandemic accelerated the shift to e-commerce and transformed
consumer behavior and purchasing habits that require retailers to adapt,
according to the results of a new study. Consumers still overwhelmingly
prefer home delivery over buy online, pick up in-store (BOPIS) and other
forms of click and collect, and are increasingly choosing retailers that
can provide faster delivery.
Slow delivery is costing retailers business: Seventy-three percent of consumers view fast delivery as critical online shopping criteria, a 16% increase from 2020, and they are choosing retailers that can deliver their items more quickly. In 2021 alone, slow delivery caused 64% of consumers to not try a new retailer and 54% to switch retailers.
Consumers want their items to arrive faster and are willing to pay for it: Nearly 60% of shoppers surveyed paid for faster delivery, with 69% of those having paid more for next-day delivery. These findings are particularly compelling and reflect the extent of the pandemic’s impact on shopping behaviors, as 62% of consumers surveyed in June 2020 had never paid for expedited delivery.
Consumers will switch retailers to get free shipping: High shipping cost is the leading cause of cart abandonment, driving nearly half of consumers to abandon their carts in 2021. Moreover, 81% of consumers switched retailers because shipping was too expensive.
pandemic has only increased shoppers’ preferences for free and fast home
delivery,” said Josh Dinneen, Chief Commercial Officer of LaserShip.
“This study provides retailers with key insights and strategies to help
them build flexible, resilient supply chains that meet consumers’
expectations and respond to evolving shopping behaviors in to acquire
customers and increase brand loyalty.”