Survey: Younger consumers demand quick delivery

Some demographic groups are more likely to pay for quick delivery than others, according to a new survey.

The E-commerce Shipping Needs Survey from Hanover Research and delivery company LaserShip shows that millennial and Gen Z consumers are up to three times as likely to pay for expedited shipping as older shoppers. Findings indicate that 47 percent of Gen Z and 43 percent of millennial respondents have never paid for free shipping, compared to 39 percent of Gen X and 26 percent of Baby Boomer respondents. All age groups are most likely to pay for same-day shipping, with 40 percent of Gen Z, 32 percent of millennials, 29 percent of Gen X and 12 percent of Baby Boomers saying they would be likely to do so, according to Store Brands’ sister publication, Chain Store Age.

In general, the study shows that fast shipping is a critical component of e-commerce success. Sixty-three percent of all consumers expect purchases shipped within three days, and one-third rank fast delivery as the most important consideration when shopping online. Eighty percent find fast shipping to be at least very important.

Even when consumers pay for shipping, they don’t want to pay a lot. Fifty percent of all respondents have abandoned a shopping cart due to high shipping costs, and 43 percent have stopped shopping at an online retailer due to shipping costs. The number one reason for dissatisfaction with a shipping experience is expensive cost (30 percent), followed by late delivery (27 percent) and slow delivery time or lack of expedited options (24 percent). Fifty percent of all consumers choose to pick up items in-store to avoid waiting for delivery.

To read the Chain Store Age article, click here.