Keeping promises on delivery
The gap between promise and delivery has a considerable impact not only on satisfaction, but also on the long-term relationship with the brand. When it comes to delivery, a lack of quality will have an immediate impact on re-purchasing: 85% of online shoppers say that a poor delivery experience would prevent them from ordering from that online retailer again.
Better, faster, fulfilling expectations
The Ipsos-Octopia study shows that delivery time is by far the most important factor for online shoppers. 85% of them say that it is important or very important and 85% say they always check it (94% in Spain). A majority (57%) even consider it important to be able to choose same day or next day delivery.
The price of delivery is one of the most important conversion drivers
The price of delivery remains an essential element: 36% of respondents cite the cost of delivery as a determining factor for their purchase among the 16 criteria listed. For many, it is even the most important criterion (32% in Germany, 38% in France).
In light of this study, fulfilment - the service that enables online retailers to delegate logistics to a specialist provider - proves to be the solution which allows retailers to best meet the expectations of their online shoppers. Indeed, a provider such as Octopia takes care of product preparation, packaging, and delivery, allowing the online retailer to concentrate on their core business activities (product, sales, marketing, etc.), to cope with volume fluctuations (ramp-up of a start-up, seasonal peaks, etc.), and to obtain better negotiated and more variable transport rates.
Benjamin Hamilton, Fulfilment Director at Octopia: “Today, the challenge for online retailers is to simplify the entire logistics process through the automation of tasks via fulfilment.”
About this study
Ipsos.Digital study of a representative sample of 1000 French respondents aged 16-75 surveyed online on February 4, 2022, 1000 Spanish respondents aged 18-65 surveyed online on February 8, 2022, and 1000 German respondents aged 16-75 surveyed online on February 4, 2022. Each country’s sample is representative through quota sampling.