In its Global Online Shopper Survey for 2023, DHL eCommerce reported that 95% of shoppers have abandoned a purchase in the past because a preferred delivery option, such as home delivery or the ability to ship to parcel lockers wasn’t available.
That being said, 49% of shoppers indicated they would accept longer delivery times for environmentally friendly drop-offs.
DHL added that social media shopping and subscription services are becoming increasingly important as a sales channel for retailers. Seven out of 10 shoppers worldwide check out social media for shopping inspiration, the company maintained, while 36% of consumers have a subscription service to an online retailer. More have subscription services for beauty products than for any other merchandise category with food and clothing trailing.
“The results of our latest Online Shopper Survey indicate that delivery flexibility and transparency are crucial for customers,” says Pablo Ciano, CEO DHL eCommerce. “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, 28%, but we are convinced that this will also change with the growing number of sustainable delivery options and solutions. Our report provides many more valuable insights into what online retailers need to pay attention to, to ensure customer happiness. And, how successful customer journeys can be achieved.”
