Why Estimated Delivery Dates Are Critical for eCommerce | Aftership
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Introduction
AfterShip conducted a survey to explore how estimated delivery dates (EDD) impact shopper behavior and attitudes. This report presents the data, analysis, and insights gathered from our online survey.
- A survey completed by approximately 500 shoppers worldwide
- Participants made an online purchase in the past 12 months
- Ages 18-75
- Representing 51 countries
Key Questions
- Does offering an estimated delivery date influence shoppers’ purchasing choices?
- Do shoppers have elevated expectations for delivery estimates in certain industries?
- What are shoppers’ preferred methods for receiving updates on estimated delivery dates?
Key findings
- Accurate estimated delivery dates (EDD) enhance brand loyalty and improve brand perception. Missing the EDD window can lead to negative customer perceptions. To build brand loyalty, online retailers should employ a dependable EDD system that also delivers precise shipment updates. Keeping customers well-informed will help reduce disappointment and negative brand impressions.
- A high-quality EDD solution minimizes customer service inquiries. The presence or absence of an EDD significantly affects the number of customer service inquiries, especially after a purchase is made. Even if the EDD provided is inaccurate, customers will seek answers elsewhere, placing additional pressure on the retailer’s customer service team.
- The absence of an EDD can affect sales revenue. Shoppers prefer to buy from online retailers that offer an EDD. Failing to provide an estimated delivery date before purchase can lead to lost sales opportunities and increased cart abandonment, as customers may turn to competitors who offer this information.
Expectations for Estimated Delivery Dates
How Frequently Do Retailers Provide EDD and How Accurate Is It?
Although many retailers offer an estimated delivery date (EDD) before and/or after purchase, there is still room to enhance the accuracy of these estimates to reduce customer friction.
The Impact of EDD on Customer Service Teams
The availability (or lack) of an estimated delivery date (EDD) significantly affects the volume of inquiries directed to customer service teams, especially after a purchase.
Key Insight: Providing an estimated delivery date both before and after the purchase can help decrease call center tickets and lessen the burden on customer support teams.
With EDD, All Industries Are Not Created Equal
Shoppers’ expectations differ by industry, with the highest demand for estimated delivery dates (EDD) coming from sectors such as electronics, appliances, and clothing/apparel.
8 out of 10 shoppers believe that the higher the value of their package, the more crucial it is to have an accurate estimated delivery date (EDD).
Key Idea: Shoppers expect accurate EDDs for more valuable items. With increasing concerns about porch piracy, having precise delivery estimates helps customers track when their high-value orders are arriving.
Dive deeper into our exclusive insights on how Estimated Delivery Dates (EDD) impact shopper behavior, expectations, and brand loyalty. Download the full AfterShip EDD Insight Report to explore data-driven strategies for enhancing your customers’ experience and optimizing delivery communications. Click here to continue reading and get your copy now!
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- Introduction
- Key Questions
- Key findings
- Shoppers’ expectations of EDD
- The impact of EDD on purchasing decisions
- Optimizing communication around delivery date visibility
Number of Pages:
- 17 pages
Pricing:
- Free
