New Survey from Convey Reveals Consumers Were Overwhelmingly Positive About Recent Holiday Shopping Experiences
Summary
Online surge strains shipping Heading into the holiday season, many physical store locations were temporarily closed or operated at limited capacity due to COVID-19 safety precautions, and nearly 1 in 4 respondents (23%) said not being able to shop in-store was a problem. Fully 87% of survey respondents said delivery is an important part of the overall shopping experience, and with 2021 promising to bring continued instability, retailers must commit to ever better service. • 20% of respondents said they don’t trust estimated delivery dates (EDD) – suggesting merchants must rebuild credibility with still more transparency and alternatives such as same-day store pickup. “Every holiday season, shipping dominates the headlines and this year was no different,” said Carson Krieg, Co-founder and Director of Strategic Partnerships at Convey. “December brought enormous surges in shipping volume and delivery delays, and more than half of American shoppers said they received at least one package later than promised.
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