Consumer Needs Rise for Better Supply Chain Visibility & Reverse Logistics

While 86 percent of consumers are satisfied with the overall experience of shopping online, e-tailers still have significant opportunity to improve customer satisfaction and their competitive position by making the process of returning or exchanging items...


Shopping cart abandonment
The study also finds that two in five online shoppers abandon shopping carts due to delivery estimates. Consumers currently are most satisfied with the ease of checking out, the variety of brands and products available and online delivery tracking ability. They are least satisfied with the current level of flexibility in choosing delivery dates.

At least 42 percent of online shoppers reported abandoning their shopping carts because of delivery timing estimates. While two-thirds of shoppers choose the most inexpensive shipping option, more than 40 percent expect to see the availability of two-to-three day delivery and nearly one-third want the option to choose overnight shipping. The need for speed is also important, with 48 percent of online shoppers not willing to wait more than five days for packages to be delivered. And one-third of shoppers said they most often choose to pay a fee for faster delivery.

Online shoppers also said they value having tracking capabilities to know when their packages would arrive—46 percent said receiving their orders when expected would lead them to recommend an online retailer. The ability to reroute a package and schedule a two-hour delivery window is also important for shoppers in the delivery process.

For more report findings, visit www.comscore.com.

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