Last Touch,
Lasting Impact

Your guide to the impact ecommerce delivery has on customer conversion, satisfaction, and retention

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We surveyed 500+ ecommerce customers across the UK to better understand expectations for delivery. Key findings include:

  • Online shopping is up 31% this year, with 60% of consumers attributing this to COVID-19.

  • 77% of consumers say a poor delivery experience (such as late delivery or damaged merchandise) negatively impacts their perception of a retailer - even if it was a carrier issue.

  • 80% of customers consider the ease of returns more than they did pre-COVID.

  • 40% of consumers are more likely to pay for express delivery now than they were pre-COVID. This is up from 31% last year.

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