Consumers Abandoning Shopping Carts Due to Slow Delivery Times

AUSTIN, TX – Dropoff, a same-day delivery provider, found in a recent national study of consumers’ expectations that 60% of them reported passing on a purchase from a retailer due to slow delivery times.

The study results highlight that consumers expectations around speed are at a pivot point. While the median expectation for retail delivery is two days, 40% of respondents said they would like it to be same day. Respondents also reported that faster delivery times make them more loyal and less likely to shop around. For retailers looking to reduce cart abandonment and improve metrics like customer lifetime value, this data is critical to understanding how to compete in the ever-changing commerce and e-commerce landscapes.

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The study used data from 650 respondents and was undertaken to better understand the expectations of U.S. consumers around delivery speed, what shifts their expectations, and what industries best meet those expectations today.

Additional findings include:

  • Speed of delivery is very important – 97% said speed is at least somewhat important in determining whether or not they will purchase a product, with 40% saying it is very important.
  • Consumers expect companies to get better – 46% say they expect companies to deliver faster than they did a year ago, which is pushing companies to explore new delivery options.
  • Expectations do not align with desires – Only 1% of respondents said they expect to receive retail items the same day they ordered, but 40% said they want to.
  • Fast shipping will build loyalty like free shipping has – 77% said receiving free shipping made them more likely to purchase from that retailer again, 1 in 3 said it made them irritated when a different company would charge for shipping, and 40% said it made them expect free shipping from others. Those experiencing fast shipping report similar loyalties.
  • Beyond speed, technology and professionalism matter – 95% say ability to track their package is important, 58% cite friendliness of delivery personnel as being important and 70% say delivery personnel arriving in uniform is important. 

“Retailers who don’t understand how and why consumers are expecting things faster will struggle to compete,” said Sean Spector, CEO of Dropoff. “Much like we saw with free shipping and free returns, those who offered it first set the tone for the industry and reaped the rewards of more loyal customers and higher sales conversions. Smart retailers need to be out ahead of this trend and deliver on the expectations consumers describe in the study.”

Dropoff works with leading consumer and retail brands including Whole Foods, Central Market, Sprinkles Cupcakes, Neiman Marcus, Zazzle, Amerita Infusion Service, JW Marriott, and Cushman & Wakefield/Oxford Commercial.

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