5 Consumer Expectations for 2017 Holiday Shopping

We recently announced the findings of our 2nd Annual Holiday Survey, which revealed that delivery options play a key role in where U.S. consumers choose to shop. Let’s dig a little deeper into the data and hone in on these five consumer expectations for holiday shopping this year.

Consumers want same-day delivery, and they reward retailers that offer it.

A majority (60%) of U.S. holiday shoppers say they are more likely to purchase gifts from retailers that offer same-day delivery. They’re also 26% more likely to recommend a brand that offers same-day delivery than one that offers free delivery.

Consumers blame retailers for bad delivery experiences.

Our survey respondents feel it is the brand’s responsibility to ensure the right product(s) are delivered on-time, in their proper condition, and undamaged.

Consumers also indicated that they place blame on the brand/retailer for mis-haps. 70% blame the brand/retailer if a product they order arrives damaged, while 75% blame the brand/retailer if a product they order arrives late.

While some retailers may feel that once a package leaves their warehouse, whatever happens next is out of their hands, it’s clear that consumers don’t agree. It’s imperative that retailers choose a logistics partner that accurately represents their brand and customer service values throughout the delivery process. 

Consumers plan to do last minutes shopping.

67% of consumers indicated they plan to do last minute holiday shopping this year. Of those, 90% said they are more likely to purchase from retailers offering same-day delivery.

Consumers are even more discerning when it comes to purchasing gifts.

The survey results indicated that a seamless delivery experience is even more important to shoppers when they are purchasing holiday gifts versus when they are shopping for themselves.

• 93% said receiving the correct item is even more important than when purchasing something for themselves.
• 90% said receiving the item on-time is even more important than when purchasing something for themselves.
• 90% said receiving the item in its expected condition (undamaged) is even more important than when purchasing something for themselves.
• 77% said being able to track the item in real-time (77%) is even more important than when purchasing something for themselves.

Consumers want to know exactly when their packages will arrive.

90% of consumers said if their purchase can be tracked in real-time during the delivery process, they would be more likely to purchase from the retailer again. Consumers are also 3 times less likely to recommend a brand to others if they can’t track their order in real-time.

Do you need help meeting consumer expectations this holiday? Contact us today to learn how we help retailers delight their customers with our professional and reliable same-day delivery solutions.