SHOPPERS INCREASE THEIR FULFILLMENT AND DELIVERY EXPECTATIONS

A new survey of 500 shoppers conducted by Radial and the CFI Group has found that consumers have increased their expectations when it comes to stores’ performances regarding fulfillment and delivery.

Among the most important findings was that 78 percent of those surveyed said the ability to pick up an online order in-store was somewhat to extremely important. Of that group, 45 percent said their primary reason for wanting this was the desire to get the product immediately, while 42 percent said their main reason was to avoid shipping costs.

Speaking of costs, 46 percent of survey respondents said they would be willing for delivery if that allowed for a lower shopping rate. A whopping 85 percent of respondents noted that they would be willing to increase the size of their order if it meant receiving free shipping.

On the delivery front, 33 percent of respondents said they expected delivery of any online order should take three days or less; 54 percent said that four to six days was their expectation range, and only 13 percent believed delivery should typically take seven to 10 days. In addition, 35 percent of respondents said that not knowing the delivery time in advance would cause them to abandon an order; 82 percent of shoppers typically follow up with the retailer to check on the status of delivery.