UK shoppers abandon online carts due to delivery issues
How many UK online shoppers abandoned their purchases in the past year due to concerns about delivery? A shocking 40.6% (two in five), according to new research from shipping platform Sendcloud.
The bottom line is webshops that don't offer flexible delivery options are the ones that risk losing significant revenue.
Based on a survey of 1,000 UK shoppers for the soon-to-be-published 'E-commerce Delivery Compass', the data reveals that high shipping costs (78.5%) and slow delivery speeds (41.6%) are the main reasons for cart abandonment. Other contributing factors include unclear or inconvenient delivery options (24%).
And while 56.9% of UK consumers prefer fast delivery, 43% would rather have control over when their order is delivered. Bottom line: delivery should not only be fast but also fit into the consumer's schedule.
While home delivery remains the preferred option for 77%, alternatives are rapidly growing in popularity, the report said. Parcel lockers (21%) and pick-up points (25.4%) are increasingly favoured, with 36.8% of consumers now actively choosing retailers that offer these flexible 'out-of-home' delivery options.
And that flexibility issue is crucial with 18.7% abandoning a purchase because they can't select a suitable delivery time, while 16.2% drop out because they can't change the delivery address.
When consumers are given the option to choose a time slot, preferred delivery windows include 10am-12pm (23.4%), 4pm–6pm (16.9%), and 6pm–8pm (16.3%), 'further emphasising that fit often outweighs speed'.
Rob van den Heuvel, co-founder and CEO of Sendcloud, said: 'Consumers no longer think of delivery as a backend process. It's a core part of the overall experience. Shoppers now expect delivery to seamlessly integrate into their busy lives. Retailers that don't offer flexible options, such as out-of-home delivery, will lose customers to competitors that do. Success in e-commerce isn't just about speed; it's about providing choice.'
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