Online retailers who deliver goods in five days or less are likely to garner repeat buyers among their clientele, according to a survey by Shopatron, a cloud-based distributed orders management solutions company.
The firm said in a release Tuesday (July 7) that a satisfaction survey conducted among 13,000 customers online found that shipping times have direct influence on what it termed “net promoter scores,” which in turn have been divvied up into three subsets, including promoters, passives and detractors.
Shipping times of five days or less resulted in 87 percent of consumers experiencing those relatively quick turnaround times being labeled as promoters. That in turn led to customers being likely to tout their experiences to others. That percentage drops to 66 percent if deliveries take longer than five days.
Detractors were analyzed by Shopatron through more than 28,000 customer satisfaction results, the company said, and the research showed that shipments filled directly by the brand were in fact less timely and shipped from further distances than those items fulfilled via retail partner activities.
“The results of these customer satisfaction surveys all indicate that shipments fulfilled directly by a brand can be significantly slower than shipments fulfilled by a retail fulfillment partner, and these slower shipping times have a direct impact on customer satisfaction,” said Ed Stevens, Shopatron’s founder and CEO, in a statement detailing the findings. Such activities, the company said, can reduce shipping times by as much as 20 percent.
“Retailers and brands should consider partnering with a dealer network and utilizing retail storefronts in addition to their own warehouses and distribution centers. It will allow retailers and brands to significantly cut down on shipping distances to their customers, which will ultimately reduce shipping times and increase the number of promoters for their organization.”