In a new survey by Voxware, a leading provider of cloud-based voice and analytics solutions for the supply chain, 73 percent of consumers reported that retailers that met or exceeded their expectations will get more business from them in the future. Retailers that were unprepared will lose out, as 53 percent of respondents reported they will never place another order with certain retailers that mishandled their order fulfillment.
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“Heading into the holiday shopping season, we knew it was vital that distribution centers perform to meet both demand and rising consumer expectations”
The Voxware holiday 2020 reaction survey examined post-purchase execution and how well brands did with on-time and accurate delivery that met their customers’ expectations. There were several categories where consumers expressed concern.
Delayed Deliveries
While many retailers promoted an earlier start of the holiday shopping season to meet unprecedented levels of online shopping due to the COVID-19 pandemic, late deliveries were still rampant.
56 percent of respondents report that gifts they purchased online arrived later than the date that was promised at the time of purchase. Of those who report getting gifts later than they were promised, the problem was not isolated to a single order. Half of those who received gifts late report that more than 25 percent of their gifts were delayed.
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Communication Is Key
Consumers want more transparency from the brands with whom they shop, specifically those who are unable to meet promised delivery dates. 54 percent of those who had gift delivery delays say it was extremely important that retailers continuously communicate the status of their delayed orders. Another 42 percent report it was important.
Survey respondents indicated dissatisfaction with various communications issues they faced after executing an online purchase:
- 42 percent report retailers did not provide enough information about delayed items.
- 41 percent report that customer service was unavailable or unable to address questions or concerns.
- 37 percent report that packages delivered did not include information for making a return. Voxware’s biennial holiday returns survey revealed that 97 percent of consumers agree or strongly agree that the way retailers handle returns influences whether they will purchase from that retailer in the future.
- 45 percent report that information for tracking packages was unclear or not provided.
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