2020-2021 EDITION

Last Touch, Lasting Impact

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


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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