2020-2021 EDITION

Last Touch, Lasting Impact

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

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We surveyed over 1,400 North American consumers to uncover what customers really expect during the shipping process and how these expectations have changed over time. For instance, we discovered:

  • Customers are willing to wait 8 days between placing an order and receiving it. This is up from 5 days in 2019.
  • 54% say a retailer’s overall return policy is a major consideration when purchasing online.
  • 70% of consumers even say that a negative delivery or shipping experience negatively impacts their impression of the retailer rather than the carrier.

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