NextGen15: A Gap Exists in Consumer Demand for Transparent Delivery

As technology continues to improve the way we shop, consumer preferences are increasingly spreading beyond the buying process and into shipping and delivery. Businesses are expected to provide faster shipping and more thorough insight into where purchases are in their journey to a customer’s doorstep.

Acquity Group’s 2015 Next Generation of Commerce Study reveals untapped opportunities for businesses to compete by offering increased transparency, faster delivery and partnership with third-party delivery services.

Crashing the “Third Party” by Boosting Transparency

With nearly 9 in 10 (87 percent) of consumers favoring businesses that offer transparent delivery, it’s important to pay attention to the current trends—who is succeeding in this area? Our latest study shows more consumers have opted for a standard third-party delivery method (like Instacart) than standard delivery from a retailer or grocery store (73 percent compared to 63 percent). In fact, three in four consumers would be open to receiving a product through a third party.

The more communicative a business is to its customers, the better. Working with a transparent third party courier or even ride-sharing service can be a strategic way for brands to reliably tell customers when their item has been shipped, where it is in transit, and when it is anticipated to arrive.

Speed & Consistency Key

It’s no secret that shipping speed matter to consumers—66 percent of consumers say they’re more likely to order from a company offering faster delivery—but it may be surprising to learn that almost as many (64 percent) would pay a premium for it. Adoption of expedited delivery via third-party services is also on the rise, with 46 percent of respondents already turning to services (such as Postmates) to get their items more quickly.

Additional opportunities for brands to capitalize on shipping expectations include auto-refill and subscription services, especially for household items like toiletries and other consumer-packaged goods (CPGs). Businesses can better meet their customers’ expectations by offering faster and more consistent product delivery, along with transparent status updates—even if they need to partner with an outside firm to do so.

About the 2015 Next Generation of Commerce Study:

The 2015 Next Generation of Commerce study conducted by Acquity Group, part of Accenture Interactive, breaks down consumer expectations for brands in 2015 and beyond, from engagement to purchasing to delivery.

The study surveyed over 2,000 U.S. consumers about their habits and preferences surrounding digital engagement, shopping and services. Consumer preferences and behaviors were analyzed based on demographic qualifiers including generation, region and technology adoption.

For more information on the Acquity Group 2015 Next Generation of Commerce Study and for the full report visit .


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