More Shop Online -- and Have Delivery Problems
Over three-fourths of respondents said at the end of 2020 that they shopped more online due to COVID-19, and 86% of those plan to continue shopping online post-pandemic, said delivery management software company Metapack. But 81% of online shoppers had…
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a negative delivery experience in the past 12 months, up fivefold from the prior year, which could lead to “lost customers and irreparable brand damage,” said Chief Revenue Officer Bruce Fair. Sixty-four percent would shop “the same” in stores in the future, 31% less than before, 6% more. The report cited two RetailX global surveys of about 10,000 consumers.