Online retailers in the United Kingdom should put more effort into connecting the dots between delivery practices and customer behavior
The majority of UK retailers are not aware of the impact and value that delivery options have, according to Ecommerce News. Three out of four consumers leave their shopping card because they don’t like the delivery options, while 47% of retailers don’t even know their cart abandonment rate or why consumers leave their online store.
In the United Kingdom, one in two consumers purchases something online at last once a week. So, it’s very understandable these online shoppers value delivery options. But many online retailers don’t have enough knowledge about how their customers think about the delivery methods offered and the reasons why these shoppers sometimes leave their ecommerce websites.
A new report by BigCommerce on delivery in the UK ecommerce industry suggests that online retailers in the United Kingdom should put more effort into connecting the dots between delivery practices and customer behavior.
The study shows for example that for 35% of UK consumers, delivery is so important they have stopped shopping with an online retailer altogether because of negative shipping experience. And 44% of online shoppers in the United Kingdom avoid retailers that don’t offer free delivery.
Another interesting finding is that 36% of consumers won’t pay extra to have their order delivered the next day, but 87% add items to their shopping cart so they can get receive free delivery.
Based on BigCommerce’s report, only 12% of online retailers in the United Kingdom offer free delivery for returns. And 5% say they have plans to offer this service in the next year. But on the other hand, 37% of customers expect a pre-paid returns label.
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