Consumers abandon a purchase if they don’t like delivery choices

Consumers abandon a purchase if they don’t like delivery choices

Half of all shoppers will abandon online shopping baskets if the delivery choices on offer are unsatisfactory and 60% will buy their goods from one online retailer over another if they offer more convenient delivery options – those were among the key findings from the MetaPack 2017 State of eCommerce Delivery Consumer Research Report.

To give some more topline statistics from the report:

  • 54% of consumers say delivery defines who they always shop with
  • 39% say they will never shop again with an online merchant following a negative delivery experience
  • 43% have used social media platforms to voice their displeasure at a poor delivery experience and amongst 18-26 year olds, this figure rises to a huge 48%
  • 54% say they want eCommerce sites to offer a one-hour delivery in metropolitan areas.

The survey also found that consumers respond positively to delivery loyalty programmes (a point that has been flagged up by other studies recently). According to the MetaPack report: 42% of consumers say loyalty schemes make them feel special; 31% would pay a monthly fee to get unlimited next-day deliveries; and 55% would prioritise one e-tailer over another if it offered a delivery loyalty programme.

The research was carried out in August amongst 3,577 consumers in the UK, France, Germany, Spain, the Netherlands, Italy and the US.

To download the full report, visit:

About The Author

Ian Taylor

Ian Taylor is the Editor of Triangle’s Mail & Express Review Magazine and the portal. Ian has been a business journalist for almost 30 years, editing and writing for a wide range of magazines and newspapers with a particular focus on the transport and logistics industries.

News Archive



Travel Money sponsored by First Rate Exchange Services


MER Magazine

The Mail & Express Review (MER) Magazine is our quarterly print publication. Packed with original content and thought-provoking features, MER is a a must-read for those who want the inside track on the industry.

P&P Poll


When do you think that the majority of delivery vehicle fleets will be electrified?

Thank you for voting
You have already voted
Please select an option!

Pin It on Pinterest

Share This