Digital Marketing Researches & Reports

The State of Online Shopper Delivery Expectations, 2016 | OSM

E-Commerce & Retail | USA

US retail e-commerce sales totaled $92.8 billion in the first quarter of 2016, an increase of 3.7% from the final quarter of 2015. As e-commerce continues to grow, retailers must focus on fostering trust and a reputation for reliable delivery.

The following are only some key insights about online shoppers‘ expectations and actions toward online retailers they deal with:

  • 32% of online shoppers said they would contact customer service when a non-urgent item arrives just one day late, while 79% of customers are very likely to contact customer service when a non-urgent item arrives three days late.
  • 71% of online shoppers prefer to contact the retailer via the phone as their first channel to do so in case an urgent item arrives one day late.
  • Emails come in second place (64%) when an urgent item arrives one day late.
  • The majority of online shoppers (87%) are more likely to call customer service to complain in case receiving a damaged package.
  • 23% of online shoppers said they would share their experiences of a damaged package on social media.
  • 75% of them are very likely or likely to share their frustrations over a damaged package with friends and/or family.
  • 76% of online shoppers with a preferred carrier use an email tracking number, 42% use email notifications and 31% use a mobile app to monitor their order status.
  • 40% of online shoppers check an item’s order status at least once per day.
The State of Shopper Delivery Expectation 2016 OSM

A Graph Shows Hows Consumers Contact Retailers When Their Purchases Arrives a Day Late.

OSM WorldWide

OSM Worldwide provides domestic and international package shipping services. It offers domestic package and parcel shipping solutions that include small parcel shipping, bound printed matter, and flats and large envelope shipping services, international package and parcel shipment solutions to residential and business addresses across Canada, and e-packet shipping services, e-commerce shipping services, zone skipping and subscription box shipping services, and shipping parcels, business mails, publications, and advertising emails to international addresses around the world.
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