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Regan Hall


Brand Management


August 28, 2014 - Regan Hall
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It’s all in the delivery

We all know people want, and expect, information to be at their fingertips, and often that is possible. But what do people want and expect when it comes to purchasing items online?

Do they expect to receive their item immediately? Do they expect next-day delivery? Are they happy to wait a few days? Or do they just want to know when it will arrive? And what about returns? What do customers expect from a returns process?

Seem trivial? It’s not.

According to a new survey by, online shoppers are after flexibility; they want to decide whether they pick up their item from a physical store, and they want certainty around delivery times.

The survey found 50 per cent of respondents had canned an online purchase purely because the delivery options weren’t suitable.

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It seems in order to keep online shoppers happy, retailers need to up the anti or risk missing out on that vital click on ‘purchase’.Here’s a quick summary of what the econsultancy survey found:

Lack of delivery options results in abandoned purchases

50 per cent of respondents abandoned online purchases because of the delivery options available.

A fixed delivery date is important to customers

*31 per cent said they wanted a fixed date for delivery

*Nearly 25 per cent said they wanted next-day delivery

*25 per cent said they wanted the option to collect their purchase from a physical store

*Thirteen per cent wanted a two-hour delivery slot

*Eight per cent wanted same-day delivery

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The results of a UPS study of 3,000 customers, The Pulse of the Online Shopper, were also released recently. This study found while customers expected more delivery options, they were also returning more items purchased online, and wanted hassle-free return options.

Here’s what UPS found:

*44 per cent said they would be more likely to purchase an item online if they could pick it up from a shop

*62 per cent said they wanted the option to buy online and return to a physical store

*While shoppers want more shipping options, 78 per cent continue to choose the least expensive option

*To qualify for free shipping, three out of four shoppers have added an item to their cart

*After free shipping, the ability to review estimated shipping costs and delivery times are most important

*97 per cent said tracking a purchase was essential or nice to have

So what are New Zealand retailers currently offering?

While buying from internationally-based online retailers obviously creates a delivery delay for Kiwi customers, we had a look at what was being offered to customers by New Zealand-based retailers.

Countdown offers customers the option to choose a delivery date and time, and products can be returned to a physical store.

EziBuy offers priority delivery (orders made before 3pm on a weekday are delivered the next working day), while standard delivery is within five working days. Returns can be made by post, or to a physical store.

Glassons offers delivery within one to three working days, and returns can be made by post, or to a physical store.

Stirling Sports offers priority next-day delivery, and a standard two to three working day delivery option. Returns can be made by post only.

Online homewares retailer Green With Envy offers delivery in two to three working days.