Speedy delivery is vital for customer loyalty

New research suggests that speedy delivery and premium packaging will strongly influence the trust and loyalty customers have to a brand.

Dotcom Distribution, a logistics and fulfilment company based in New Jersey, USA, have just conducted research which shows that speed of delivery is so important to their customers that 87% of online shoppers cited it as a key factor in whether to use an e-commerce brand again.

The research also found that 67% of online shoppers would happily pay more to get same-day delivery if they had a deadline to receive a package, while 47% would pay more simply because they want their package more quickly.

However, according to the study, fast delivery is not the only factor that has a major impact on customer loyalty. Online consumers are also attracted by the aesthetics of branded packaging. It found that 40% of online shoppers would be ‘more likely’, or ‘much more likely’, to buy from a retailer that offers premium packaging.

In addition, the same proportion of shoppers said that branded or gift-like packaging affects their perception of the brand that sent the purchase to them. In fact, more than two-thirds of the respondents (68%) said that branded packaging makes the brand seem more upmarket, while 61% said that nicely packaged goods made them 'more excited' about receiving or opening the package.

According to Maria Haggerty, CEO of Dotcom Distribution: "It's incredibly important to leverage customers as brand advocates. In e-commerce, retailers are learning what they have to do to encourage customer loyalty and increase positive reviews about their brands.”

So the learning point from this research is very clear. If you sell goods online, then speedy delivery and good quality packaging are both vital factors in encouraging customer loyalty to your brand.

Dotcom Distribution, Edison, New Jersey, USA, September 2016.