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Online Shoppers Demand Order Control in Addition to Delivery Speed

| October 12, 2016

DHL eCommerce

E-tailers will only remain competitive if they give customers greater control over where, when, and how they receive their deliveries, according to a new study.

“Speed isn’t everything,” said Charles Brewer, CEO, DHL eCommerce, which issued the report.

The company found that 78% of e-commerce customers wish to specify the time for their deliveries, while 68% want control over the date when their orders arrive.

Online shoppers also gain satisfaction from a greater choice of delivery location as 94% of respondents said they were very happy when they could specify parcel lockers las alternative delivery addresses, while one in every two said they would like the option to deliver to their trusted neighbors in their absence.

In fact, control over delivery time and location appear to matter more than how quickly a parcel arrives — only 66% of e-commerce shoppers in the study said quick deliveries were important to them.

“A successful delivery is no longer solely determined by the speed of the last mile: it requires a whole new level of digital infrastructure from real-time fleet tracking to SMS alerts and mobile apps. Providing that level of visibility determines how much trust customers will put in any e-commerce brand,” he added.

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Category: Featured, General Update

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