Holiday delivery expectations
Expectations for delivery time during the holidays are similar to expectations at other times of the year. Although retailers are addressing significantly more order requests and delivering substantially more packages, the vast majority of consumers still expect delivery within three-to-six days (assuming the retailer is providing free shipping).
- A total of 38 percent of respondents said that they expect holiday gifts purchased online or by phone to be delivered within three-to-four days
- A total of 42 percent of respondents said that they expect holiday gifts purchased online or by phone to be delivered within five-to-six days
Of the survey participants, 68 percent noted that their expectations for correct and on-time delivery of items that they purchase online or by phone are higher during the holiday shopping season. Further, 30 percent of respondents stated that they intend to have more/or significantly more holiday gifts delivered directly to them this year than during last holiday season. When asked what percentage of the holiday gifts they purchased last holiday season were delivered directly to them versus bought in store, 29 percent said less than 20 percent; 22 percent said 21 to 40 percent; 19 percent said 41 to 60 percent; 12 percent said 61 to 80 percent; and 19 percent said 81 to 100 percent.
Therefore, although half of respondents had between 40 to 100 percent of their holiday gifts delivered directly to them last holiday season, retailers can expect even more direct-to-consumer orders this year.
“As the popularity of online shopping has exploded, retailers have not given enough attention to optimizing their supply chain for multi-channel distribution,” noted Phillips. “Many still have an out-dated distribution center infrastructure in place and as a result, order fulfillment is often suboptimal. Most inefficiencies and errors occur in the distribution center at the moment of order selection, which has the largest impact on ensuring timely, accurate customer fulfillment. This is why voice technology can bring tremendous benefits to a retail organization. Because voice software lets retail warehouse workers remain hands-free, they can move more quickly, process more orders and easily scale to address seasonal demands.”