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Survey: Speed of delivery key to holiday shopping


Ann Arbor, Mich. – Almost nine-in-10 (88%) of consumers consider speed of delivery to be more important during the holiday season than at any other time of the year. According to the Holiday Fulfillment Report from CFI Group and EBay Enterprise that surveyed more than 500 consumers, 96% of respondents said guaranteed delivery dates are important when choosing which online retailer to purchase from.

Another 46% indicate late delivery will cause them to look elsewhere before making another purchase from the retailer. While promotions will encourage approximately one-third of consumers to make a future purchase after a late delivery, the damage done is enough to push 11% of shoppers to completely abandon the brand.

More than 40% said offering two-to-three-day shipping is the tipping point that encourages them to purchase. Also, 94% of shoppers who use in-store pickup of online purchases count unavailability as important when deciding which retailer they'll shop.

With 57% of shoppers noting that customer service call center wait times are longer during the holiday season than at any other point in the year, providing other ways to have issues resolved is crucial. Interactive chat is a popular option, with consumers calling out speed (39%) and convenience (30%) as benefits. In addition, nearly half will try self-service options, when available, to resolve customer service issues.

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