US Customers Want Free Deliveries
The US market is regarded as a pioneer in e-commerce and, in a survey for you, Arvato has found out which services American online buyers pay particular attention to: For 83 percent of the customers of American online shops, free delivery is the most important criterion, followed by 53 percent for speed of delivery, and almost the same for free returns with 52 percent.
This is the result of our Arvato survey among 2,000 US customers of web shops and chain stores. More than half of the respondents would cancel the purchase process if delivery had to be paid for or was too expensive. Naturally, delivery costs do not play a role in the "Click & Collect" principle. This means buying online but picking the product up at the store. 56 percent of the US consumers surveyed are already using this service.
Of those customers who tend to shop online, 56 percent say that this is more convenient than buying at a store. The larger selection available was rated by 54 percent, while just under a third say that it is easier to determine the availability of certain items in web shops. Every fourth person uses ratings from other buyers in their search.
In addition to the terms of delivery and the distribution channel, the survey also looked at the preferences of fashion customers. Around half of them would like the company to address them personally, both online and at the branch. However, 57 percent want to try on the products before buying them, 52 percent want, at least, to examine the quality. Here, chain stores have a real advantage over online competitors.