2023 State of of Shipping & Returns

Delays happen, but a bad customer experience should not.

For many of today’s digital shoppers, there is nothing more painful than a shipping delay. In an era where consumers can amplify their displeasure quickly, one bad customer experience can be just as painful for the business.

To better understand what organizations can do to keep their customers satisfied while they wait patiently for their online purchases, we surveyed more than 2,200 consumers, across eight countries to learn more about their expectations between clicking “buy” and when the product reaches their door.
Here are some of the main findings:

• 70 percent of consumers have experienced a shipping delay in the last 6 months
• 58 percent said they have relayed their shipping delay difficulties to someone else or left a negative online review.
• 40 percent of respondents said they would be less likely to buy from the seller online and in-store

Is your organization struggling to keep up with consumer expectations? Read our 2023 State of Shipping and Returns report to learn exactly what today’s customers expect and gain insight on how to make a loyal customer for life.