How can your business create a seamless delivery and returns experience?
Discover the delivery and returns options that online shoppers value most – from next day delivery to end-to-end tracking and find out how popular out-of-home parcel locations are becoming across the globe.
We’ve surveyed 12,000 shoppers across 24 countries to provide you with valuable insight into how the world wants to receive and return online orders
In this report, we explore if shoppers expect (and are willing to pay for) next day delivery, how they want to track and redirect their online purchases and what they are willing to do to make their delivery more sustainable.
Do you offer your customers free returns and a choice on how they send back their unwanted purchases? Read the report to find out why you should.
Most returns are related to unmet expectations because online shopping experiences are 2D. Customers can’t touch, try or feel the products in real life. While businesses typically focus on making the act of a return easier there is an opportunity to enhance the online shopping experience with better product descriptions, care instructions and using reviews with images from customers.
Tony Sciarrotta, Executive Director – Reverse Logistics Association
What delivery improvements do shoppers want?
No matter how great your website or product is, delivery can be a big influence on whether a customer decides to buy from your business. Alongside offering quicker delivery (46% of shoppers say this would improve their experience), find out what you can do to increase customer satisfaction.
The rise of out-of-home parcel points
A growing number of shoppers are choosing to receive and return their orders outside the home – particularly those in Europe. 17% of European shoppers prefer delivery to a parcel locker and 23% want to return items this way. We reveal the countries where out-of-home deliveries and returns are most popular.
Should you offer your customers end-toend
tracking?
The answer is yes. Once an online buyer has placed an order, 9 in 10 say tracking is important. But what is there preferred method to track their deliveries? Is it email, text, visiting a website, via an app…? Find out the answer in our latest report along with which delivery re-direction options are most important to global shoppers.
It’s no surprise that online shoppers want convenience and flexibility when it comes to the delivery and returns offering, and that they want both for free. While there’s no such thing as ‘free’ delivery or returns for businesses, there’s still an opportunity to get the pricing model right. By doing that, you can create brand loyalty, you’ll have happier customers and you’ll hopefully capture repeat business.
At DHL eCommerce we provide retailers with domestic and cross-border returns services – with a unique solution to consolidate returns before shipping them back to your business.
Pablo Ciano, CEO – DHL eCommerce
