by Nissa Hanna
WHAT’S HAPPENING
- A recent survey conducted in Britain by iForce found that shipping options are complicating online shopping.
- The Delivery Options survey looked at 70 top e-retailers and learned that less than 10% let shoppers choose to receive their packages in either the morning or evening (InternetRetailing.net 12.1.09).
- Shipping cost clarity is another key issue for consumers; according to iForce, delivery options and costs are often left to the last stages of the checkout process, which can be confusing for consumers who want an earlier, more accurate total cost estimate.
- Standard delivery isn’t so standard; iForce also discovered 18 different “standard delivery” options among the 70 online stores.
WHAT THIS MEANS TO BUSINESS
- The customer’s encounters with shipping and delivery options are an important part of the online shopping experience. An unpleasant or negative interaction can color their perception of the entire experience and drag down their regard of the retailer.
RESOURCES
