Did you know that 90 percent of online shoppers are less likely to purchase from a retailer after a disappointing experience? That’s one of the findings from a survey conducted by Körber, a major provider of supply chain software and automation solutions.
Here are some consumer concerns revealed in Körber’s survey and how partnering with a fulfillment warehouse can help you exceed customer expectations.
1. Price is the most important factor in shipping.
Spiraling inflation and lingering effects from pandemic shutdowns continue to drive the cost of living higher. Customers don’t want the price of goods compounded by high shipping costs. A fulfillment service allows you to enjoy the benefits of preferred shipping rates that are generally not available to independent retailers.
2. What’s outside is just as important as what’s inside.
Survey participants indicated that they form an opinion of an eCommerce retailer before a shipped product is even opened. The size and shape of a container, use of sustainable materials, and overall appearance of the package all factor into their evaluation. It’s also important to note that many respondents believe that the seller, not the shipper, is responsible for poor packaging.
A fulfillment warehouse employs experienced personnel who are able to select the appropriate containers and packing materials for all shipments, regardless of size and shape. They can also assist with design and creation of custom packaging.
3. Customers value returns options.
Nearly 90 percent of survey respondents said that returns options affect their choice of retailer. Processing returns can be a hassle, but a quality fulfillment service will efficiently handle them for you, regardless of the reason.
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