Last Touch, Lasting Impact

We surveyed nearly 1,300 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:

• 1 in 3 customers treats online shopping as an at-home dressing room—expecting to try out different products and return some of their ordered merchandise.
• 90% of consumers say a poor shipping experience, such as late delivery or damaged merchandise, negatively impacts their perception of a retailer, even if it was a carrier issue.
• 76% of customers factor both the cost and ease of returns into their final decision.
• Customers overwhelmingly prefer slower, free shipping when purchasing for themselves, but they are 76% more likely to pay for express shipping when buying gifts.