Post-Covid-19, convenience, cost, and increasingly environmental considerations will be the competitive differentiators around delivery that consumers will consider when buying online items, RetailEXPO’s latest report suggests.
Original research of 2,000 UK consumers in the 2020 Vision: how retail’s continued transformation will look in 2020 and beyond from RetailEXPO shows ultimately customers want deliveries to be tailored to their individual needs. Over half (54%) say delivery is all about convenience, an expectation undoubtedly influenced by online disruptor, Amazon, which has achieved an unassailable lead when it comes to leveraging speed of delivery.
This is especially relevant to silver surfers, with 65% of 55+-year-olds indicating they want retailers to make delivery as convenient as possible. 19% of consumers say they will pay more to retailers who make the delivery experience more convenient. This increases to more than a quarter (26%) of shoppers in London, with 23% saying they would like retailers to deliver goods to their device rather than location.
But consumers want retailers to swallow the cost and this expectation is likely to continue if the prediction of a Covid-19 recession comes to fruition. 71% of customers claim that free delivery is a prime factor in their buying decision and nearly half (47%) say their biggest online shopping bugbear is that order delivery isn’t free. Increasingly, shoppers are also looking for environmentally friendly delivery options, with 44% of consumers saying they would pay more and shop more with retailers who offer greener, low carbon delivery options.
This figure increases dramatically among London based shoppers (71%) and younger consumers, with 70% of 18-24 indicating they are happy to pay extra for environmentally friendly fulfilment.
Matt Bradley, event director at RetailEXPO, commented, “There is no doubting the impact Amazon Prime has had with shoppers who now expect speed and convenience of delivery as standard. Coupled with a post- Covid-19 retail landscape, increasingly focused on ecommerce, retailers must ensure their last-mile fulfilment is flawless to retain customers. As environmental concerns continue to shape retail transformation, retailers need to focus on providing environmentally friendly delivery options to enjoy a share of the ‘green-pound’ too.”
To find out more about customers want from retail and what this means for retailers and business leaders, download the full report: 2020 Vision: how retail’s continued transformation will look in 2020 and beyond.