Consumers expect online orders to be shipped and delivered to their doors as quickly as possible, but are retailers meeting their demands?
For the most part, yes. In a recent Walker Sands survey, roughly 45% of US internet users said digital retailers often met their "delivery speed expectations," while another 40% felt the same way about Amazon specifically.
Not surprisingly, though, more respondents (30%) noted that the ecommerce giant "always" met these expectations. In contrast, fewer (15%) said the same about digital retailers.
The survey echoes similar sentiments from past studies. For example, a MetaPack survey of digital buyers in the US and Western Europe last year found that 54% of respondents rated Amazon’s delivery service as "excellent," putting its fulfillment skills above other brands and manufacturers, as well as retailers and competing marketplaces.
And for many consumers, fulfillment matters. A Murphy Research report from March 2018 found that nearly six in 10 US internet users said they choose a retailer primarily on its shipping speeds.