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Free Download: MetaPack Consumer Research Report

Key Findings:

✓ 45% have abandoned a basket on a retailer or brand/manufacturer’s eCommerce website because of unsatisfactory or unavailable delivery options

✓ 43% of consumers said that, following a negative delivery experience, they wouldn’t return to that retailer within a month

✓ 38% said they are likely to never shop with that retailer ever again

The 2016 State of eCommerce Delivery report, shows there’s a distinct gap between consumers’ expectations and the reality of Delivery & Returns services offered by brands and retailers.

It illustrates how eCommerce Delivery is a key differentiating factor – that has a significant impact on the consumer purchasing decision.

Competing in today’s dynamic eCommerce environment demands merchants get their Delivery strategy and execution right. Get it wrong, and you’ll lose more than just customer loyalty.

This report is also available in German and French languages.


Research was conducted online between 19 August and 2 September 2016 with 3589 consumers in the US, UK, France, Germany, Spain, the Netherlands and Italy.

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