Over the years, eCommerce has turned into a booming industry, one that easily rivals in-person retail stores. The internet has opened doors for millions of people to access products they never would have had access to otherwise. From food brands to clothing, homewares and beyond, there’s nothing you can’t find online these days.
With all this evolution, consumer demand has also shifted. Specifically, consumers now have a certain set of expectations around eCommerce delivery service.
As an online store owner, it’s vital to think about what your consumers need from you in this arena. That’s why we’re focusing today’s blog post on what delivery expectations customers have from an online store, so you can make sure you’re prepared.
How eCommerce Has Shaped Consumer Expectations
The very first eCommerce company launched in 1982, over forty years ago. From there, the world of eCommerce has grown so much. Major companies like Amazon and eBay lead the way, and smaller retailers occupy their own niches.
Across the board, customers have accepted eCommerce delivery service as a normal part of everyday life. Whether they’re sourcing their groceries or picking up a wish list item, they’ve used this platform enough that it has gone from a novelty to an expected commodity. In other words, attitudes have shifted toward faster and faster deliveries, with more flexible options, from all corners of the globe.
The modern online store owner needs to keep up with these expectations to find success. With such a large pool of competitors out there, something as simple as your delivery options and speed can make the difference between a secured customer and a lost one.
eCommerce Delivery Service Expectations from Customers
Speed of Delivery
Speed is one of the biggest factors in any eCommerce customer’s expectations. In fact, the speed of your package’s delivery can truly determine whether you win or lose a customer.
Standard nationwide shipping can take a few business days, but same-day delivery is much faster and a fantastic way to net customers who might be on the fence. Not to mention, integrating same-day delivery services into your supply chain is a great way to reduce costs while increasing customer loyalty.
Delivery Tracking
With so much interconnectivity these days, customers also expect transparency with their delivery process. This might look like real-time updates or even a live tracking function that lets your customers anticipate when your package will hit their doorstep.
With the sheer number of things a person has to keep track of in their daily life, having a delivery tracking feature can help your customer feel safe and supported as they are waiting for their product.
This is one of the sticking points of eCommerce. Customers pay for goods they cannot see or touch, then wait faithfully for them to arrive. Offering delivery transparency is a fantastic way to remove stress and build up anticipation around your product’s arrival!
Package Handling and Condition
In the business, we call the courier’s journey with a package the ‘last mile’. Whether it’s come from all the way overseas or is picked up directly from the manufacturer, this last mile is totally reliant on the care and consideration of the courier. A poorly-handled package is a damaged one, and customers have an expectation that they will receive their products intact.
This is why it’s so important to contract with a courier company that you trust. This last mile isn’t one you can watch over, so you need to have full faith that your courier will take good care of the package (and serve your brand in the best possible light).
Flexible Delivery Options
Customers want to have agency in their purchasing journey. When they hit checkout, customers want to be able to select a faster shipping option (even if it costs them more money) for the sheer convenience of it. Alternatively, they want to be able to opt for a cheaper shipping option, even if it’s going to take longer to get to them.
As an online store owner, offering these options to your customers is a great way to show you care. Not only that, it means you won’t lose as many people at checkout due to shipping costs.
Incredibly, according to an average of 48 different cart-abandonment studies, almost 70% of online shoppers abandon their carts while full. One of the primary causes? Delivery times. Offering flexibility here is a fantastic way to reduce your abandonment statistics.
There’s no escaping it: customers have comprehensive expectations when it comes to eCommerce delivery service. In the modern era, it’s important to offer fast delivery, create flexibility at checkout, and be sure to partner with couriers you trust to cover the last mile with care.
Love your customers? We can deliver your goods fast.
Partner with Urgent Couriers, New Zealand’s premier eCommerce delivery service for online stores that want flexibility in their delivery options. We offer a range of delivery options including evening home delivery, delivery within 90 minutes or tailored to suit your requirements. Contact us today for more information.
Curious? Learn more about your options for Shopify eCommerce delivery integration with us.