Most UK consumers expect “instant shipping” - report

By

Nigel TAYLOR

Published
Nov 24, 2023

The need for speed is now a key driver of sales online. A major 78% of consumers now expect same-day and next-day priority deliveries, according to new research from CommerceHub.

Its survey, which analysed the behaviour of over 6,000 consumers globally, including over 1,000 respondents in the UK, makes it ultra-clear that those shopping online are very focused on rapid delivery. And the data also reveals the paramount importance of price and reviews in purchasing decisions.

With the cost of living still a significant concern for many consumers, price is the ultimate decision-driver, with 98% of shoppers considering it to be an essential factor in their purchasing choices.

And along with those cost concerns, 72% of consumers said they would only buy from sites that offer free returns while 61% of those surveyed felt it was ‘unfair’ if they were to be charged for returning an online purchase.

In addition to quick delivery, interest in omnichannel options was also strong, with click & collect considered an important factor when buying online for 56% of respondents.

“Retailers lagging behind on speedy delivery need to re-prioritise,” said Philip Hall, CommercHub’s managing director for Europe. 

“The popularity of near-instant shipping from Amazon has fundamentally shifted consumer expectations around convenience. Quick logistics is no longer a nice-to-have but a baseline necessity that shoppers expect.

He added: “The impact of the returns process is also under-appreciated. With three-quarters of consumers now insisting on buying from sites that offer free returns, brands must carefully consider their approach. Retailers need to find a balance between satisfying consumer demands and profitability.

“By synchronising inventory across platforms retailers can prevent overselling and enhance customer satisfaction. Consolidated inventory management and a powerful data transformation engine contribute to greater operational efficiency and significantly impact a brand or retailer's shipping speed.”