Without consumers, there is no eCommerce. A trivial paradigm, but of fundamental importance for all realities present online that want to achieve success. It’s all about the end consumer, his shopping experience and, above all, the relationship that is established with him and that will drive him, in the future, to return to an eCommerce site to make his purchases. In other words, winning his trust (and not disappointing him) is the key element of success. But beware, it is far from easy.
Winning trust: sustainability
According to UPS’s recent “Smart E-commerce 2021” Report, sustainability is the most important factor for 75 percent of the sample surveyed (more than 10 thousand consumers from eight different countries including the United Kingdom, France, Germany, Italy, Spain, the Netherlands, Belgium and Poland) who say that the presence of active policies aimed at environmental sustainability is an important element when choosing a logistics provider.
Specifically, 54 percent of users ask large retailers to employ sustainable packaging, 47 percent ask for alternative delivery options (such as, for example, lockers), and 48 percent ask for environmental impact compensation for deliveries.
The issue of sustainability is even more strongly felt among Italian e-Shoppers, with 82 percent of consumers saying they are interested in this issue. In addition, 76% of Italian consumers believe it is important that the delivery logistics partner guarantees sustainable delivery options.
Winning trust: gratuitousness
It’s no secret: the word “free,” in marketing always works, and logistics is no exception.
In fact, for 93 percent of Italian e-Shoppers, shipping costs influence their choice of one eCommerce channel over another, and when it comes to eCommerce logistics, the option of free delivery and free returns are key aspects to consider.
As far as free delivery is concerned, it is especially appreciated in the over-55 age group where 60 percent of respondents say they take it into account in the choice process, a percentage that drops instead to 47 percent in the 18-24 age group.
As for free returns, 58 percent of respondents believe that all large companies should offer them.
Winning trust: reliability
Another key factor, perhaps the most important, in winning a customer’s trust is the reliability and trustworthiness of the service offered. An aspect confirmed by 85 percent of respondents who said that the retailer’s choice of delivery partner is a key decision-making factor.
“This is a homogeneous figure for all segments of the population that found less agreement only in the 18-24 age group where the percentage drops to 76 percent,” reads the UPS Report. As for Italian consumers, the percentage even rises to 90 percent.
Overall, 41 percent of users choose retailers that use a shipping company with a good reputation, a figure that rises to as high as 59 percent for Italian consumers.
If you are an eCommerce business and want to integrate your shipping services by putting last-mile logistics at the center of your customers’ shopping experience, increasing their level of trust and reliability, contact us.
