Shipping is the new shopping™: the 2023 state of shipping and returns satisfaction
How much do delivery and return experiences influence shopping decisions?
Make shipping and returns part of your brand
Increase customer lifetime value
Galvanize your post-purchase experience
Create consistent buying experience
Key Findings from our report
53%
of shoppers say delivery companies and brands are responsible for negative delivery experiences.
77%
of shoppers are less likely to buy from a brand following a negative delivery experience.
74%
of shoppers say that a strict return policy negatively impacts their desire to shop with a retailer.
49.2%
of shoppers say they are more likely to shop with brands that offer doorstep returns with no packaging or label required.
The power of a seamless post-purchase journey
Online shoppers make their buying decisions based on deliveries and returns.
Old or young, urban or rural, Midwest or coastal, the vast majority of shoppers don’t forgive and forget if their package is delayed or stolen.
When retailers try to save a little bit on returns, they lose out big on loyalty.
While it’s tempting for brands to consider shorter return windows and restockingfees to combat rising costs, shoppers are overwhelmingly clear: they want free and easy returns. If they don’t get them, they’re gone.
Read the full report
DOWNLOAD NOWPartner with us
Delivery experience is part of your brand. Trust #1 in on-time delivery and customer satisfaction.
