Report: Customer expectations run high for holiday 2016

Retailers that can improve ordering, fulfillment, delivery, and customer service are on their way to a holly, jolly holiday.



This is the message being conveyed by 500 shoppers surveyed in the “Consumers’ 2016 Holiday Shopping Expectations,” a report from Radial. Their responses revealed that they are not willing to negotiate when it comes to inventory visibility, free shipping or customer service this holiday season.



While retailers can woo 91% of shoppers to spend more if they offer free shipping, 81% of consumers will shop at a competitor if a product is backordered or out-of-stock, the study said.



Consumers also expect to receive orders as conveniently as possible. That said, 60% of shoppers prefer their order to be delivered in one shipment. However, that is just the beginning. Illustrating the phrase “timing is everything,” 90% of shoppers will choose a delivery option that ensures their order arrives within 7 days, the study said.



However, this is not an excuse for retailers to get lazy with deliveries, as 51% of consumers will stop shopping with a retailer that delivers their order later than expected, data revealed.



As more retailers offer buy online, pick-up in-store (BOPUS) to make the fulfillment experience more convenient, they need to keep services running smoothly. This becomes increasingly important as 78% of consumers plan to use in-store pickup more often if shipping costs increase during the holidays, the study said.



When it comes to customer service, shoppers expect top-notch service via phone, live chat, social media and self-service. For example, 83% of shoppers choose self-service options to get the assistance they need, and to save time. More specifically, 48% of shoppers contact customer service for shipping and delivery questions, the study said.