uShip reveals room for improvement in the emerging oversized e-commerce landscape
AUSTIN, Texas – August 09, 2018 – uShip, the logistics technology company, released its Oversized E-Commerce Delivery Insights Report today, which revealed that of consumers who have made an oversized e-commerce purchase in the past year, over one in five (21%) have ordered something that arrived damaged, while over one in seven (15%) ordered something that never arrived at all. Ultimately, the research signals the ‘last mile’ has never been more important to the customer experience and oversized shipping remains a particular pain point for many consumers.
The study, conducted online with third-party research firm YouGov, uncovered consumer expectations and frustrations regarding their oversized commerce experiences and where retailers can improve the delivery process to positively impact the bottom line.
Success begins at the end: ‘The Last Mile’ has never been more important
uShip found that customer frustration primarily stems from a poor shipping experience that upends their daily routine. For example, for those who made oversized purchases within the past year:
- Nearly one in six (16%) had to immediately figure out how to transport an oversized item themselves after making the purchase
- Over one in seven (15%) reported missing work because they were waiting for a delivery
- One in 9 (11%) felt like they wasted a whole day trying to track down a purchase
- One in 9 (11%) had a ‘fight’ with customer service during the delivery process
For retailers, this detrimental ‘last mile’ experience is certainly causing negative repercussions for the brand. In fact, one in seven of those consumers (14%) have actually avoided shopping with a brand or retailer because of a bad delivery experience. Moreover, nearly one in four (24%) said a lack of confidence their oversized item would arrive safely would prevent them from making a purchase.
The same consumers also reported:
- Shipping concerns: Over one in four (28%) are hesitant to purchase an oversized item because of shipping concerns
- Cost concerns: Nearly half (47%) reported high delivery costs cause them to look elsewhere for the same item
- Return concerns: One in eight (13%) kept an item they didn’t want because the return process was too complicated
But perhaps the most important aspect for consumers purchasing oversized items in the past year is the time and convenience of delivery – an area easily improved with the right technology and business relationships. When asked about what would improve their oversized delivery experience, a few factors stood out:
- Proactive Updates – over one in four (28%) said proactive updates on the status of their order (i.e., push notifications, text/email updates) instead of checking would improve the experience
- White Glove Service – More than one in six (18%) said a ‘white glove’ service like hand delivery, product assembly or installation would improve the experience
- Delivery Company Choice – nearly a quarter (24%) want more choice in how their package is delivered (i.e. by hand, UPS, FedEx, etc.)
- In-home Delivery – almost one in five (19%) said that an item delivered straight into their home would improve their experience
- Delivery Time Slots – More than a quarter (27%) said having more specific delivery time slots would improve their experience
“With major players like Amazon, UPS and FedEx struggling to provide a quality oversized delivery service for e-commerce sellers and retailers, it’s easy to understand why consumers are frustrated with their delivery experiences,” said Van Leigh, SVP of Digital Marketing at uShip. “Implementing new technology and partnerships can greatly improve everything from delivery cost and time, to the customer experience, resulting in great customer loyalty and increased revenue.”
The full report is available at https://campaigns.uship.com/oversized-ecommerce-delivery-realities/
uShip commissioned YouGov PLC — a third party, professional research and consulting organization — to poll the views of 1,070 adults, of which 228 have purchased an oversized item online in the past year. Fieldwork was undertaken between June 21-22, 2018. The survey was carried out online. The figures have been weighted and are representative of all US adults (aged 18+).
uShip makes it quick, easy, and affordable to ship large or bulky items. From cars to cranes and furniture to freight, our straightforward and transparent platform helps people, businesses, e-commerce sellers, and multinational logistics companies ship with greater speed and efficiency. Launched in 2004, uShip is based in Austin, Texas. Find out more at uship.com, facebook.com/uship or on Twitter at @uship.