Delivery experience more important to online shoppers than loyalty perks or flexible payment, says new nShift report

London (ots/PRNewswire) -

- The right delivery options and order tracking matter more to new and returning
ecom customers than loyalty schemes, perks and payment options
- 85% of shoppers expect to find a clear returns policy and 72% expect a choice
of delivery options
- By contrast, loyalty schemes are important to 60% of shoppers, and flexible
payment options like buy now, pay later (BNPL) matter to just 49%

Online retailers wishing to attract new customers and keep people coming back
for more, should prioritize the delivery experience. This is the conclusion of a
new Retail Week and nShift report. It finds that offering a choice of delivery
options matters more to new ecommerce customers than loyalty schemes, perks, and
flexible payment options.

According to a new Retail Week report, sponsored by nShift , the delivery and
experience management (DMXM) provider, the delivery experience has the power to
increase conversions and help retailers out-perform competitors. While less than
half of returning customers view BNPL options as vital, some 70% confirmed that
delivery choice was critical.

" Shopper Unlocked: inside the mind of 1,000 consumers
(https://nshift.com/retail-week-shopper-unlocked) " found that:

- Over 70% of shoppers consider a choice of delivery options important
- 84% of customers would prioritize the ability to track where their order is at
all times
- 85% of people shopping with a retailer for the first time expect to find a
clear returns policy
- 62% of shoppers will abandon their basket if the delivery is too expensive
- 63% want to specify the time and date of a delivery
- Pick up/drop off (PUDO) lockers and collection points are important delivery
options for shoppers aged under 45

Mattias Gredenhag , CTO at nShift said, " Deliveries hold the keys to helping
retailers stand out from the crowd, build loyalty with customers and grow their
revenue. But if businesses simply treat shipping as a purely logistical feat,
they miss a huge chance to turn deliveries into a competitive advantage."

" Effective delivery management ensures retailers have connections to all the
carriers they need to offer customers personalized delivery options. This
includes next-day, zero-emissions, lockers, and more. It also enables warehouse
teams to handle greater volumes of orders. An outstanding customer experience
joins the dots from the checkout to the customer's doorstep and on to buying
again. It should be easy and intuitive for customers, while yielding insights
and intelligence to help retailers run a tighter business."