What online shoppers want: fast and free delivery

Free delivery, in a shorter amount of time, ranks as the top desire for online shoppers in South Africa, according to three new surveys.

One of the surveys, conducted by e-commerce service fulfillment group, ParcelNinja, asked over 5,000 online shoppers about their delivery expectations of online retailers.

Of all expectations, free delivery topped the list as the most important feature by respondents, followed by the option to track packages in real time, and having purchases arrive on the same day.

Delivery rank
Delivery rank

According to the survey findings, a majority of online shoppers (88%) said that they would buy more products online if delivery was faster, with 86% indicating they would pay more for same-day delivery.

Among the biggest gripes held by respondents is that estimated delivery times are too vague, while communication regarding deliveries is poor.

Damaged packaging and late deliveries are also among problems that respondents said online retailers need to sort out.

According to data from logistics company, Aramex, over 35% of shopping carts are abandoned when estimated delivery times stretch past 8 days.

Close to 15% are abandoned when deliveries are estimated to take 5-7 days, with 6% of sales lost when delivery takes 3 days.

In an Aramax survey of 1,000 respondents, the company found that 31% of online shoppers desire a fixed delivery date for packages more than anything – even more than same-day delivery (8%).

In a separate survey, with 2,500 respondents, free shipping (77%) was reported as the biggest draw to keep shopping online.

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What online shoppers want: fast and free delivery