Half of Online Shoppers Abandon a Purchase if They Can't get the Delivery Choices They Want According to New Research

This stark message to retailers comes with the launch of the new MetaPack 2017 State of eCommerce Delivery Consumer Research Report, and demonstrates clearly that when it comes to winning and keeping customers, delivery has the power to make or break the online shopping experience.

Top findings: 

The research, which was carried out in August amongst 3577 consumers in the UK, France, Germany, Spain, the Netherlands, Italy and the US, asked respondents for their views on a wide range of topics from try-before-you-buy through to loyalty programmes.

Demand for try-before-you-buy is set to surge 

Consumers have come to expect more and more from their online buying experience and the 'try-before-you-buy' proposition plays well to their general desire for greater convenience and shopping ease.

The appeal of delivery loyalty programmes is strong

Consumers say they shop more with e-tailers that offer delivery loyalty programmes - and almost a third are prepared to pay an annual fee for premium benefits that eliminate the need to factor in, or worry about, the delivery cost of their purchases:

The need for speed 

With next-day and same-day delivery now an established practice, consumer hunger for ever faster delivery options continues unabated.

Personalisation is rising up the agenda 

Last year personalisation was ranked as an important delivery consideration by just 2% of shoppers. Fast forward to 2017 and 15% now say they expect online providers to know who they are, and to schedule delivery in line with their usual or preferred arrangements.

Moreover, the ability to select which carrier delivers their online purchase is becoming a top control consideration for a growing number of online shoppers:

Cross border shopping is on the up 

Delivery preferences differ: distinct market nuances prevail 

eCommerce market maturity and local cultural preferences mean consumers in different geographies favour different delivery offerings:

To download the full report*, please visit: MetaPack 2017 State of eCommerce Delivery Consumer Research Report

*French and German versions to be available 15^thNovember 2017 

Survey Methodology 

Research was conducted online between 4 August and 11 August 2017 with 3577 consumers in the UK, France, Germany, Spain, the Netherlands, Italy and the US on behalf of MetaPack by Research Now, a global leader in digital data collection. Aged between 18 and 65+, all survey participants had made an online purchase in the last six months and the survey sample was designed to ensure equal respondent weighting between the seven geographic regions within which the fieldwork was undertaken: the UK (506), France (512), Germany (509), Spain (509), the Netherlands (510), Italy (511) and the US (520).

About MetaPack 

Founded in 1999, MetaPack helps eCommerce and delivery professionals to meet with the consumer's growing expectations of delivery, whilst maintaining and optimising operational efficiency. MetaPack's SaaS solution offers a wide range of personalised delivery services, from global order tracking to simplified return procedures, through a catalogue of 400 carriers and 4,000 services available that span every country in the world. Thanks to MetaPack, more than half a billion packages are sent annually worldwide by many of the leading eCommerce retailers such as ASOS, House of Fraser, John Lewis, Wiggle, Marks & Spencer, Sports Direct, Halfords and Tesco. 

For more information: www.metapack.com