In the competitive world of ecommerce, staying on top of delivery trends can help you to stand out from the competition, boost customer satisfaction and ultimately support your success.
As we navigate through 2024, the ecommerce landscape continues to evolve at great speed, with delivery playing a pivotal role in customer satisfaction. Sellers who are eager to remain ahead of the curve must recognise and adapt to the ever-increasing expectations of UK consumers.
Below, we delve into some key trends for 2024, to help you elevate your Retail Standards and support the growth of your business.
Speed: The fast track to customer loyalty
In today's fast-paced world, speed is not just a luxury, it's an expectation. In fact, 59% of UK consumers now expect a typical online order will arrive within two days, with 25% of shoppers expecting next-day delivery*. For sellers, offering faster delivery doesn’t only mean happier customers. It can also help you grow your business, with sellers offering 1-3 day delivery on eBay seeing their sales increase by as much as 7%**.
Tracking: Transparency, trust & peace of mind
In ecommerce, transparency is key, with a whopping 80% of consumers preferring at least four tracking updates throughout the delivery process*. These updates give buyers confidence that their purchase is on its way, reducing anxiety and building trust.
eBay sellers see a 50% decrease in buyer complaints and queries when using tracked delivery***, a testament to the power of clear communication. By providing tracking information - from the moment an item is dispatched to its arrival at the customer's doorstep - you not only enhance the shopping experience but also streamline your customer service operations.
Free: The price point of preference
The importance of free delivery cannot be understated. The most common reason for abandoned shopping baskets is that delivery costs are too high*. Buyers also get free delivery on millions of items sold on eBay, so it's a key consideration when defining your delivery strategy.
Considering which listings already have a good margin and would be least impacted by offering free postage could be a good first step. Looking at Seller Hub promotions such as Multi-buy or Order Discount to send more than one item in the same parcel can also help save on postage.
Returns: The assurance of a safety net
Returns are a critical part of the online shopping experience, with 76% of consumers in 2024 believing that returns should always be free*. Furthermore, 68% of shoppers would order more frequently from an online store that offers free returns*. This shows that a hassle-free and cost-free return policy can be a powerful incentive for repeat business.
By making the returns process as seamless and straightforward as possible, you not only foster a sense of trust but also create a positive, secure shopping environment that customers will want to return to.
Conclusion: The road ahead for ecommerce delivery
As we look towards the future of ecommerce delivery, it's evident that speed, tracking, free shipping and easy returns have become even more important in 2024. By embracing these elements, sellers can significantly enhance their delivery experience, leading to greater customer satisfaction, loyalty, and ultimately a healthier business.
*Metapack Ecommerce Delivery Benchmark Report 2024
**eBay internal data based on a test run between 21/3/23 and 11/4/23, derived from a sample covering more than 70% of items on eBay.co.uk
***eBay internal data from 2023, percentage decrease between INR rate for tracked transactions compared to untracked transactions.
