70% of UK consumers less likely to shop with retailers after hearing about a bad delivery experience

A new report from Metapack highlights the effect of negative delivery experience on consumer shopping behaviours.

Research was undertaken across the UK, France and Germany, with more than 3,000 consumers taking part.

Metapack found that two thirds of consumers are less inclined to shop with a retailer after hearing of a negative delivery experience.

In addition, 60% have shared negative delivery experiences with friends and family.

Alongside this, 15% of consumers have taken to social media, 22% have posted an online review following one negative delivery experience, and over 35% have stopped shopping with a retailer completely.

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A further 40% of shoppers claim to have bad post-purchases experiences with some degree of regularity.

Across the different geographical markets surveyed, the frequency of bad experiences is consistent. However, when examining consumers’ age, younger people are reporting more frequent bad experiences.

“In today’s ecommerce-first landscape, retailers need to be investing in post-purchase experience technology and infrastructure to meet rising consumer expectations,” Metapack vice president global product Duncan Licence said.

“Our new research reveals how consumers really feel about their delivery experiences and its importance when it comes to retaining customers and increasing their loyalty.

“It’s not just a case of consumers having disappointing delivery experiences first-hand, but also the consequential impact of hearing about delivery experience second-hand, that will be worrying retailers.

“Over the past few years, consumer expectations on delivery have changed to focus more on convenience, choice, and tracking, and retailers need to ensure they’re able to satisfy these needs, or risk losing customers.”

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