Last Mile Brief 02/10: DHL survey finds 95% of online shoppers abandon purchases due to delivery preferences
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The main headline-making takeaway from DHL eCommerce’s latest Global Online Shopper Survey is that 95% of shoppers say they abandon a purchase if their 1st choice delivery method is unavailable.
The report contains a survey of consumers from 10 countries across Europe (UK, France, Spain, Germany, Sweden, Poland, Netherlands, Italy, Czech Republic and Austria), plus another 13 countries worldwide (Argentina, Australia, Brazil, Canada, China, India, Malaysia, Morocco, Nigeria, South Africa, Thailand, UAE and USA).
The research offers insights on where and why they shop cross-border, what they buy and spend, their attitudes to delivery and returns and why sustainability matters.
Commenting on the release of the research, Pablo Ciano, CEO DHL eCommerce, said:
“The results of our latest Online Shopper Survey indicates that delivery flexibility and transparency are crucial for customers. But sustainability is also becoming an increasingly important issue, with almost half of the customers even willing to accept longer delivery times. However, the willingness to pay more is still relatively low with 28% – but we are convinced, that this will also change with the growing number of sustainable delivery options and solutions.”
Key findings from the Global Online Shopper Survey report are as follows:
- 95% of shoppers around the globe report they have abandoned a purchase in the past because a preferred delivery option, such as home delivery or the ability to ship to parcel lockers or parcel shops, wasn’t available.
- 90% of European shoppers say they didn’t complete an online order because the goods couldn’t be delivered to a location or a time that suited them.
- 75% of global shoppers and 72% of Europeans want the flexibility of ensuring their parcel is delivered to another safe place when they’re not at home.
- Around two-thirds of European online shoppers want to know what delivery company handles their parcels before placing an order.
- 43% would even abandon their cart if they didn’t like the delivery provider offered. When looking at consumers around the world, a similar picture emerges.
- In Europe, 48% of customers have purchased via social media in the past, with Facebook and Instagram being the lead channels.
- 31% of Europeans say they have at least one subscription with an online retailer, with beauty and food subscriptions being the most popular.
- 64% of Europeans say that shopping online sustainably is important to them, but only one in five are willing to pay extra for a greener delivery – expecting retailers to pay for the additional costs. However, 49% of European customers are prepared to accept longer delivery times if that means that the delivery is more sustainable.
- 85% of European online shoppers and 85% of global shoppers are satisfied with the payment options offered at checkout.