Amazon Shipping BLOG
What consumers want from their
e-commerce parcel delivery experience
We all understand how important delivery is to overall customer satisfaction. But what’s really important to consumers? Read on to find out how to perfect the parcel delivery experience for your customers.
Perfecting parcel delivery
So, you've perfected your online store and your marketing is on point. Customers are clicking 'add to basket' faster than you can say "checkout". But one important factor can make or break the shopping experience, and that’s delivery. Whether it’s the speed of transit or the safe arrival of their parcel, the delivery experience is an important part of the overall purchasing experience for your customers.
Read on to find out what really matters to consumers when it comes to e-commerce parcel delivery – because happy customers make loyal customers.
Read on to find out what really matters to consumers when it comes to e-commerce parcel delivery – because happy customers make loyal customers.
Fast delivery shipping
Delivery speed is increasingly important to consumers. Partnering with Retail Gazette over 2023 peak to understand key shipping trends, next-day parcel delivery was the preferred speed for nearly two-thirds of online customers over peak. Supporting this trend towards faster delivery speeds, a 2023 ShipEngine report found that over half (55%) of consumers across all markets expect their parcel to arrive within 48 hours.
So, as many retailers and e-commerce sellers know, speed of delivery is often crucial to that all important sale. The promise of next-day delivery can act as a powerful motivator for consumers, instilling confidence that their purchase will arrive precisely when they need it. The can result in increased customer satisfaction and loyalty.
While faster parcel shipping speeds are in high demand, they often come at an additional cost to consumers. Coupled with higher costs of living, many people will be evaluating their spending habits. We’ve therefore seen growing demand for slower (and often cheaper) delivery services over the last couple of years, with demand for 3-5-day delivery growing 7% since 2021 in the UK. And with over 40% of consumers seeing a choice of speeds as important, it can pay to offer flexibility.
So, as many retailers and e-commerce sellers know, speed of delivery is often crucial to that all important sale. The promise of next-day delivery can act as a powerful motivator for consumers, instilling confidence that their purchase will arrive precisely when they need it. The can result in increased customer satisfaction and loyalty.
While faster parcel shipping speeds are in high demand, they often come at an additional cost to consumers. Coupled with higher costs of living, many people will be evaluating their spending habits. We’ve therefore seen growing demand for slower (and often cheaper) delivery services over the last couple of years, with demand for 3-5-day delivery growing 7% since 2021 in the UK. And with over 40% of consumers seeing a choice of speeds as important, it can pay to offer flexibility.
Tailored delivery services
In today’s fast-paced world, we all welcome parcel delivery options that provide flexibility and convenience. We’ve already covered how offering a range of delivery speeds, from parcels that arrive with your customers the next day, to slower speed options like 3-5-day, is one effective way to cater to diverse customer needs.
But, choice goes beyond speed. Consumers also want to choose where their parcel gets delivered.
While home delivery is the preferred speed for the majority – with 73% of shoppers globally expressing this preference according to ShipEngine - there’s also growing demand for out-of-home parcel delivery options, such as deliver to counter hubs and lockers. There are also many delivery features that give consumers more choice and flexibility. These include end-to-end tracking, predictive delivery windows, and nominated safe place delivery instructions. Each adds a layer of choice, transparency, and convenience to the customer experience.
But, choice goes beyond speed. Consumers also want to choose where their parcel gets delivered.
While home delivery is the preferred speed for the majority – with 73% of shoppers globally expressing this preference according to ShipEngine - there’s also growing demand for out-of-home parcel delivery options, such as deliver to counter hubs and lockers. There are also many delivery features that give consumers more choice and flexibility. These include end-to-end tracking, predictive delivery windows, and nominated safe place delivery instructions. Each adds a layer of choice, transparency, and convenience to the customer experience.
Reliable delivery solutions
Providing a reliable delivery experience isn’t just about getting parcels to your customers’ doorsteps – it’s also a great opportunity to build trust and brand loyalty.
In today’s e-commerce landscape, consumers expect safe and timely delivery from the brands they purchase from. Delivery service providers can help here - opt for a provider who you can trust to provide a reliable service for your customers.
Our own customers tell us reliability is the most important factor when selecting a delivery service provider. We asked them to score reliability against cost and speed. Reliability came top in the UK (55%), France (40%), Italy (56%), and Spain (53%).
In order to provide a reliable delivery service to your customers, features such as tracking can enhance transparency. Providing customers with real-time visibility into the location of their parcels not only enhances transparency but also instils confidence that their package will arrive when expected.
Delivery notifications can also be an important feature to support reliability. These may be sent via email, SMS, or mobile app. Interestingly, the preferred method used varies by age, according to ShipEngine. While older generations favour email notifications, younger generations are happier receiving an SMS.
In today’s e-commerce landscape, consumers expect safe and timely delivery from the brands they purchase from. Delivery service providers can help here - opt for a provider who you can trust to provide a reliable service for your customers.
Our own customers tell us reliability is the most important factor when selecting a delivery service provider. We asked them to score reliability against cost and speed. Reliability came top in the UK (55%), France (40%), Italy (56%), and Spain (53%).
In order to provide a reliable delivery service to your customers, features such as tracking can enhance transparency. Providing customers with real-time visibility into the location of their parcels not only enhances transparency but also instils confidence that their package will arrive when expected.
Delivery notifications can also be an important feature to support reliability. These may be sent via email, SMS, or mobile app. Interestingly, the preferred method used varies by age, according to ShipEngine. While older generations favour email notifications, younger generations are happier receiving an SMS.
Budget-friendly options
Our fourth and final consideration is affordability. With consumers feeling the pinch in response to cost-of-living challenges, it makes sense that many will be looking for ways to cut back. Unsurprisingly, this can influence their purchasing habits.
The growing demand for slower delivery options in the UK could indicate that consumers are reducing spending by opting for lower cost speeds. High shipping costs can be a leading cause of cart abandonment, according too Baymard Institute.
While offering free delivery is not an option for many retailers, providing a variety of speed options to suit consumer budgets and needs can help. This also highlights the importance of balancing how you address speed, choice, reliability, and affordability. You might find customers are more willing to accept a parcel delivery fee when they know your service is reliable and they can choose how it works for them.
The growing demand for slower delivery options in the UK could indicate that consumers are reducing spending by opting for lower cost speeds. High shipping costs can be a leading cause of cart abandonment, according too Baymard Institute.
While offering free delivery is not an option for many retailers, providing a variety of speed options to suit consumer budgets and needs can help. This also highlights the importance of balancing how you address speed, choice, reliability, and affordability. You might find customers are more willing to accept a parcel delivery fee when they know your service is reliable and they can choose how it works for them.
Providing your best parcel delivery experience
Staying in tune with what consumers want from their parcel delivery experience can help to nurture your customer relationships and increase brand loyalty. When consumers enjoy a positive end-to-end purchasing journey, it makes sense they’re more likely to come back again (and tell others about the great service). By staying on top of delivery trends, you can focus on what’s important to your customers and work towards providing a positive parcel delivery experience. After all, happy customers are more likely to become loyal customers.
Ship with us
At Amazon Shipping, we provide reliable, fast, and competitively-priced parcel delivery solutions for retailers and e-commerce sellers. Find out more about the services we offer and how we can streamline your parcel delivery solutions by choosing your business size below.
Want to send parcels with Amazon Shipping in the UK?
Get in touch to start your journey today.
© 1996-2024, Amazon.com, Inc. or its affiliates. All rights reserved.