Shipping is integral to the overall e-commerce experience and consumers choose where to shop based on shipping costs and delivery times, according to the survey. However, the survey also reveals that there are gaps between what retailers are charging for shipping and returns and what shoppers want.
Key findings include:
The Need for Speed: Shoppers want their merchandise quickly and younger generations are willing to pay a premium for that convenience. A third of those surveyed rank fast delivery as the most important consideration when shopping online, and 63 percent of consumers expect their items to be delivered within three days.
Free is Key: Half of shoppers surveyed have abandoned a shopping cart due to high shipping fees and the top reason consumers stop buying from an online retailer is because of high shipping costs. Free or discounted shipping is the second most important consideration for shoppers.
Free Returns Differentiate: Three quarters of those surveyed look for the ability to return items for free when choosing where to shop online. However, despite the importance consumers place on free returns, nearly half of all retailers charge for returns.
“The survey results provide retailers, carriers and other verticals within the e-commerce life cycle unique insights into the next generations’ shopping and behavior patterns,” says Josh Dinneen, senior vice president and author. “Generation Z and millennials know what they want, and there is a real opportunity to stay ahead of the curve.” Dinneen oversees revenue strategies, sales, marketing and call center operations at LaserShip. Prior to his current role, Dinneen was vice president of supply chain at LaserShip, where he was responsible for the creation of LaserShip’s e-commerce hub-and-spoke delivery network.
Survey Background:
LaserShip, an e-commerce parcel carrier servicing the eastern and Midwest U.S., published a white paper with findings from its first annual E-Commerce Shipping Needs Survey. Conducted by Hanover Research, the survey finds that shipping expectations vary by generation and shopping frequency. The survey highlights the importance for retailers to offer fast and free shipping and returns in 2019, and the increasing desire for expedited shipping options among consumers.
