The COVID-19 global pandemic will be one of the defining events for 2020. Plus, its implications to our economy and health could last for decades. So, to curb the disease from spreading, governments mandated for its public to stay at home.
The pandemic has intensified the transition to a more digital environment and has sparked shifts in online shopping habits that are likely to have lasting effects. A survey called COVID-19 and E-commerce shows more than half of 3,700 consumers now frequently shop online. Furthermore, the survey also highlights online purchases have increased by 6 to 10 percentage points across most product categories.
This situation is putting a significant strain on shipping carriers. Nevertheless, convenience plays an overwhelmingly important role in customer satisfaction, and safety is now something that consumers take seriously. So, retailers need to consider it.
Over the past year, ShipStation reveals there is a jump of 33 percent in online shopping. Also, because of the pandemic, their shopping activity is now online. Hence, the customers’ shipping experience becomes more vital than ever.
The report further highlights customers’ shopping habits and brand perception’s impact when it comes to shipping. Notably, the delivery experience is more influential for customers. The General Manager of ShipStation, Cindy Schulz says, 9 in 10 customers reveal that knowing the expected date is the determining factor in the online purchase decisions.
A survey by ShipStation also highlights because of the pandemic, 79 percent of customers are more understanding (regarding the shipping duration). But, 6 in 10 customers say it is for the short-term. Also, to compensate for the slow shipping, they want businesses to provide them free shipping.
Other factors that influence customers’ purchasing decisions (37 percent), 39 percent of them say it is the shipping cost. Some customers do not mind waiting up to eight days to receive their package, and 79 percent say they expect delays because of COVID-19.
Sometimes things do not go according to plan. And customers will understand and are willing to turn on the other cheek if brands try to make up for any delivery inconvenience. There is a likelihood of them to shop with a brand again if they acknowledge and rectify the delivery issues. On that note, 96 percent of customers are less likely to be upset if a brand gives fast and honest updates about a shipping issue.
As of now, e-commerce is being tested by the pandemic more than ever. Hence, retailers need to be proactive in keeping up with shifting demand and an accelerated boost in online sales.
