Consumers Fret Over Gift Deliveries

Consumers Fret Over Gift Deliveries

Speedy service can alleviate some worries

Gifts being tossed carelessly onto porches. Gifts being damaged in transit. Gifts being stolen. Customers have a lot of worries about gift deliveries, but the biggest one of all is that the gift won't arrive on time.

A 2018 survey by Dropoff, a same-day and last-mile delivery service, found that 91% of US gift buyers who purchased gifts that needed to be delivered were worried about late delivery—surpassing all other concerns. 

The study found that same-day delivery service helps alleviate consumer concerns about gifts arriving on time. Fully 51% of respondents said they’re more likely to purchase a gift from a retailer that offers same-day service. Roughly one-third said they’ve done so within the past year.

Although there’s extra cost involved with having a package delivered the same day, some don’t mind paying more to guarantee on-the-day arrival. Indeed, younger consumers (ages 18 to 36) and luxury shoppers, defined in the study as those who shop at Nordstrom or Neiman Marcus, were 118% and 115% more likely to pay extra for same-day shipping, respectively.

With Amazon and Walmart dueling to offer ever more comprehensive delivery options, other retailers have enhanced their own services. According to a BRP (Boston Retail Partners) study, 51% of retailers in North America offered same-day delivery in 2017, compared with just 16% in 2016.

Offering same-day shipping has also been found to inspire loyalty, a benefit that can last beyond the holiday rush. A survey conducted by Forrester ConsForrester Consultingulting for American Express found that same-day delivery was the top feature for driving loyalty.