In the highly competitive world of online retail, delivery experience is one of the most important aspects of ensuring customer satisfaction. But a recent report by Descartes revealed a shocking statistic – 67% of eCommerce shoppers encounter delivery issues.
The report underscores the crucial role that seamless delivery plays in your business getting repeat custom and standing out from other companies. In this article, we’ll take a look at what the report covers in greater detail, and examine how you can partner with a reliable fulfillment centre to avoid these problems.
Understanding the extent of delivery issues with eCommerce
The Descartes annual eCommerce study shares valuable insights into various delivery problems plaguing the industry. The report indicates that late deliveries are a significant concern among the majority, with many customers receiving their orders later than they expected (22%).
But more than just being an inconvenience to customers, these delays often have dire consequences for businesses, too. They create a negative customer experience, leading to dissatisfaction and a loss of trust in brands.
Another common issue is when the delivery time differs from what was initially promised (21%). If you’ve suffered the frustration of a parcel not turning up when you expected, you’re far from alone. Customers frequently find their orders arriving hours or even days after what was promised. Others (17%) reported that the delivery times offered by retailers were too long, which deterred them from making a purchase.
How the stats compare to previous years
The Descartes report provides a detailed analysis of common delivery issues from 2022-2024. It reveals that while certain aspects of the delivery experience have improved, challenges remain. For instance, the percentage of late deliveries has decreased slightly, but the overall number of complaints about delivery times remains high.
Interestingly, the report highlights that young buyers have higher expectations regarding delivery services. Millennials and Gen Z customers, who are accustomed to fast shipping and instant gratification, are less tolerant of delivery issues. This demographic shift emphasises the need for eCommerce businesses to adapt their delivery processes to meet these rising expectations.
Improvements in tracking and security
Despite the prevalent delivery issues, some aspects have shown improvement. The report notes how advancements in tracking and security have continued to become increasingly popular and enhance the overall delivery experience.
Customers now have better visibility of the status of their orders, allowing them to track their parcels in real time. This transparency helps alleviate worry and leads to fewer complaints – 80% of customers expressed satisfaction with delivery tracking.
The role of a fulfillment centre or 3PL company in addressing delivery issues
Many companies continue to encounter unexpected issues during eCommerce delivery. A fulfillment centre like Autofulfil plays an important role in helping online retailers avoid delivery problems. By optimising the supply chain and delivery management system, Autofulfil boosts your business’s service quality and ensures your customers are always satisfied. Here’s how we benefit your business:
Helping you optimise your delivery process
Autofulfil handles tasks automatically and streamlines the often complex delivery process. As a result, your customers’ orders are processed and shipped promptly (99.9% same-day order fulfillment). Automation reduces the likelihood of encountering delays and errors in supply chains, allowing you to exceed customer expectations.
Optimising inventory management
Our inventory management system ensures that your products are available and ready to be fulfilled as soon as orders are made. This availability minimises the risk of stock shortages and contributes to faster delivery times.
Minimising the overall shipping cost
With Autofulfil, you benefit from collective buying power and established relationships with leading couriers. This means avoiding expensive delivery costs with access to lower rates for domestic and international shipping.
Allowing greater flexibility during increased demand
The huge demand for online shopping has led to customers expecting increasingly efficient delivery services. A fullfillment centre like Autofulfil is well equipped to handle this as we can easily scale operations up and down to meet the needs of different eCommerce businesses. As a result, greater numbers of your customers will receive their orders on time, even during busy shopping periods like the Black Friday and Christmas peak season.
Enhancing last-mile delivery
Last-mile delivery – the final leg of a delivery process – is frequently one of the most challenging for businesses. However, a fulfillment centre works around the problem by employing advanced technologies, including shipping software, to ensure the right packages reach their final destination. We also work with trusted couriers, reducing the risk of late deliveries and wrong address issues.
Quicker reverse logistics and return deliveries
Autofulfil plays a vital role in making reverse logistics and return deliveries much more convenient for your business and customers. Efficient handling of return orders guarantees customers a hassle-free experience when returning products. This not only helps you increase the number of satisfied customers but builds trust and gives your business a positive brand image.
How an Irish fulfillment centre can help you avoid Brexit shipping delays from the UK to EU
Brexit has significantly impacted UK eCommerce retailers with various challenges, such as customs complications, additional duties and fees, and shipping delays.
Customs declarations and proof of origin are now required for all shipments between the UK and the EU, increasing time and shipping costs. Additional import charges and delays due to border checks further complicate the delivery process, often driving away potential customers due to longer delivery times.
But by partnering with an Irish fulfillment centre such as Autofulfil, online retailers can get around these problems with:
Simplified customs and tariffs – By storing your products in Ireland, your UK business can avoid the need for customs declarations on each shipment, as goods are shipped within the EU. This can help reduce costs and the administrative burden.
Faster delivery times – Shipping from an EU location means bypassing customs on a per-order basis for quicker delivery to customers in Europe, improving your delivery system and allowing you to meet customer expectations.
Low cost efficiency – Reduced shipping costs and faster delivery times save money and mean customers receive their orders more quickly, making your fulfillment process more efficient and a better value for your customers.
Improve customer satisfaction with Autofulfil
In today’s competitive eCommerce sector, preventing delivery issues is crucial to ensure customer satisfaction and maintain a strong brand reputation. With 67% of eCommerce shoppers having experienced delivery issues, optimising your own delivery process can set you apart from most businesses.
Autofulfil is the solution for ensuring that your customers always get their parcel on time and on the day they expect it. We boast 99.9% same-day fulfillment and 99.9% fulfillment accuracy. Thanks to strong relationships with leading carriers, we can provide multiple shipping speed options to improve your customer experience, including next-day delivery throughout Ireland.
Increase delivery speed, reduce costs and delight your customers with Autofulfil. Get a quote today and take the first step towards gaining a competitive edge in online retail.
