What Do Customers Want From Shipping in 2024?
TL;DR
- Fast and reliable deliveries are crucial, with same-day and next-day options highly valued.
- Multiple delivery options offer flexibility, catering to different customer needs and budgets.
- Real-time tracking provides transparency and peace of mind during the shipping process.
- Safe delivery and good packaging protect your business reputation by ensuring items arrive intact.
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What are consumer delivery expectations in 2024?
In today’s fast-paced and busy world, efficient shipping services are crucial for businesses. Customers expect their parcels to be delivered on time and without any hassle. Delivery option is more than ever a decisive factor between making a purchase or abandoning the cart.
It is essential for your business to meet and exceed consumer delivery expectations to stay ahead of the game. Let’s delve into some of the things that customers want from shipping and delivery services.
Want to know more about the topic and how you could offer faster shipping to your customers?
7 main expectations of customers when shipping
1. Fast and reliable deliveries
Shipping speed is now considered a make-or-break component when it comes to achieving success, and businesses that offer expedited options such as same-day or next-day services will excel in delivering customer satisfaction.
2. Multiple delivery options
Even though a huge number of customers want to receive their products as fast as possible, remember that different customers have different requirements. Businesses that offer flexibility in their shipping services can attract a wider customer base.
Some consumers are happy to wait a few more days to receive their deliveries if it means they can save money on shipping. Others want the option of recorded delivery (or signed for delivery) for extra security – even if the cost is higher.
Catering to the needs of different customers allows them to choose the option that best fits their requirements and budget. It also increases the likelihood of them choosing your business over others when making purchasing decisions.
Read more about different types of delivery options:
3. Real-time tracking
Customers expect transparency and visibility throughout the delivery process.
Offering parcel tracking gives your customers the peace of mind of knowing where their shipment is at any given time and increases their trust in your brand.
It also allows them to plan their schedules accordingly, ensuring they are available to receive their package on the scheduled delivery date.
4. Safe delivery
One of the worst things that can happen to your business reputation is for a shipment to arrive to your customer damaged – or not at all – due to poor packaging.
When customers make a purchase, it goes without saying that they expect their packages to be delivered intact. It is important to use good packaging materials designed to withstand the rigours of transport and to pack products you are shipping to your customers with appropriate care.
Durable cardboard boxes, bubble wrap, and packing peanuts are just a few examples of materials that can provide a protective layer for your items and absorb impacts during shipping.
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5. Good communication
No shipping process is perfect, and occasionally, problems may arise.
What will make you stand out from the rest is how proactive and approachable you are in communicating with your customers.
When a shipment encounters a delay, damage, or any other problem, customers appreciate timely notification. Instead of waiting for them to notice the issue themselves, you should take the initiative to communicate the problem as soon as possible. This demonstrates your professionalism and commitment to customer satisfaction.
Also, providing regular updates about the steps being taken to resolve the issue reassures customers that their concerns are being addressed.
6. Making returns easy to deal with
Returns play a crucial role in shaping the overall customer experience, especially for online shoppers. While returns are bound to happen and do not always mean customers are unhappy, simplifying the return process can work to your advantage. By making returns easier to handle, you can improve customer satisfaction and increase your chances of retaining them.
In recent years, online shopping has increasingly been viewed as a browsing experience rather than a one-time purchase. According to a survey by KPMG, 40% of customers prioritise easy return policies when choosing online retailers to buy from.
When returning an item is simple and straightforward for the customer, it saves time and effort, making the overall shopping experience more comfortable.
7. Convenience of home deliveries
Customers appreciate the convenience of home delivery (or door-to-door shipping) for several reasons, including:
- It saves them time and effort as they do not have to wait in line at post offices or parcel stores.
- They can choose any address for their delivery, such as their home or workplace. This is especially helpful for individuals with busy schedules or limited mobility.
Businesses that offer home deliveries can lead to repeat purchases and positive word-of-mouth promotion.
Read also:
How can Eurosender help you meet customer delivery expectations?
At Eurosender, we understand what customers want from shipping and delivery.
We offer all the logistics tools you need to make sure your customers are fully satisfied with their deliveries. From express global deliveries in 24-72h to real-time tracking included with all shipping services, we have got you covered!
Other benefits of shipping with Eurosender are:
- Instant prices and custom offers – depending on your needs
- Free logistics platform to manage all your shipments easily
- Safe transport with the world’s best logistics providers
Sign up today to unlock even more shipping benefits!
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About the author
Marcel Nahtigal is Head of Marketing at Eurosender, specializing in digital strategies to enhance customer connections in logistics.
