Ryder Releases E-commerce Study, Reveals Key Inflation-Fueled Factors Impacting Online Purchasing Decisions - Seite 2

What’s Driving Purchases

Consumers remain cost-conscious, consistently prioritizing savings. This is observed most prominently with free shipping. Seventy-one percent of respondents added more items to their online shopping carts to qualify for free shipping, and 64% agree free shipping plays the biggest role in deciding where they make online purchases.

What’s Yielding Retention

Returns management and promotional offers hold customer retention potential. Sixty-five percent of respondents confirmed “returnless refunds” (a policy allowing full refunds without requiring customers to return unwanted items) motivate them to shop with a brand again (+14% YOY). Additionally, 44% reported coupons, discounts, or credit toward a future purchase as the factor most likely to pique their desire to shop with the same brand again in the future (+9% YOY).

What’s Earning Brand Affinity

Data reveals evident opportunity in appealing to consumers’ ever-growing social and environmental consciousness. Seventy-one percent of 2023 respondents would wait longer for an online order to arrive in the interest of reducing environmental impact; 36% say whether a company treats its workers fairly is the biggest factor in deciding who they purchase from; and 45% report a desire to donate unwanted items retained through returnless refunds.

What’s Pushing Consumers Away

Shipping costs lead to customer attrition. Eighty percent of consumers in 2023 reported they will not move forward with an online order if shipping fees cost more than their purchase. Likewise, on the topic of consumer tolerance, or lack thereof, 81% (+2% YOY) of consumers reported abandoning carts upon seeing unanticipated shipping costs – also a potential byproduct of inflation.

“While consumer behaviors, preferences, and expectations will continue to shift, one thing remains constant – the consumer experience is king. That means, for brands to remain relevant, they must stay current on the patterns and trends that will help them shape the ideal customer experience,” adds Wolpov.

Download the full study, “Adapting to Inflation: Consumer Outlook on E-Commerce” here. If you are a member of the media and prefer to receive a copy of the study via email, please send your request to [e-mail].

For more information about Ryder e-commerce and omnichannel fulfillment solutions, visit www.ryder.com.

About Ryder System, Inc.

Ryder System, Inc. (NYSE: R) is a leading logistics and transportation company. It provides supply chain, dedicated transportation, and fleet management solutions, including warehousing and distribution, e-commerce fulfillment, last-mile delivery, managed transportation, professional drivers, freight brokerage, full-service leasing, maintenance, commercial truck rental, and used vehicle sales to some of the world’s most-recognized brands. Ryder provides services throughout the United States, Mexico, and Canada. In addition, Ryder manages nearly 260,000 commercial vehicles and operates approximately 300 warehouses encompassing more than 95 million square feet. Ryder is regularly recognized for its industry-leading practices in third-party logistics, technology-driven innovations, commercial vehicle maintenance, environmental stewardship, corporate social responsibility, world-class safety and security programs, military veteran recruitment initiatives, and the hiring of a diverse workforce. www.ryder.com