That's a Wrap: Holiday Shipping Tied Up in Knots
During the holiday shopping season, all eyes are on shipping, with more than half of consumers (60%), and nearly three-quarters of millennials (74%) claiming they were disappointed with holiday shopping services in the past. Stats from Pitney Bowes' 2019 Global Online Shopping Study reveal the top shipping frustrations:
1. Free shipping still reigns supreme, with 24% of shoppers disappointed with the cost of shipping. Free shipping is the #1 most important loyalty driver vs. other delivery-related experiences.
2. 29% of online shoppers were disappointed with delayed shipments. 40% of consumers blame the retailer, instead of the carrier, when a package is delayed, damaged, or lost.
3. Most consumers (59%) track their packages either daily or multiple times per day, making inaccurate tracking all the more disappointing. More than half of consumers (51%) have either enrolled or are interested in enrolling in a carrier tracking program (UPS MyChoice, FedEx Delivery Manager, and others).