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:

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