A Snapshot of Shipping and the Customer Experience

Jun 11, 2013 3:50 PM  By

How important is shipping to the overall customer experience? According to a recent Exolevel Seamless Retail Study it is very important.  Eighty-one percent of respondents said it is important for the retailer to enable them to pick up or arrange for delivery of their purchase.

The survey, which polled 750 consumers with analysis of how top retailers operate across multiple sales channels highlighted several findings relating to shipping and improving the customer experience.

  • Twenty-five percent of respondents say they would be willing to wait a whole two weeks for free shipping. 
  • Many consumers are willing to pay for speed and convenience.  Twenty-four percent of respondents said it was important for retailers to offer same-day delivery. Thirty percent of respondents said they are willing to pay $5-$10 and 19% are willing to pay $11-$20 for same-day delivery.
  • Offering a range of different fulfillment capabilities is something offered by 56% of retailers; however, only 26% have same-day delivery capability.