Attention, cross-border sellers! 90% of European and American consumers say they care a lot about delivery time

According to a recent global consumer survey, as many as 90% of respondents said that they are unlikely to buy products from a brand again after having a bad online shopping experience.

29 % of respondents said they are now more willing to share negative product reviews online, and about 70% have experienced delays in order delivery in the past six months, which has affected their overall perception of the brand.

The survey showed that 35% of consumers said they had experienced delivery delays and the merchants did not give any reason to explain the delay.

According to the 2023 State of Shipping and Returns Survey released by Korbe, consumers are very concerned about speed and convenience when shopping online. If there are logistics delays, it may cause customer dissatisfaction and affect the brand's image.

About 38% of the consumers surveyed said they did not receive any compensation, refund or discount when they were late with their goods, but 83% said this was important to them .

Korbe's latest research shows that a good shopping experience can strengthen the stickiness between a brand and its customers. Conversely, a bad experience can leave devastating consequences.

Therefore, a smooth customer experience is very important for cross-border sellers. If necessary, sellers can even increase investment in building their own logistics and warehousing facilities in order to reduce logistics delays.

It is understood that more than 2,000 consumers from the United States, Canada, Brazil, Mexico, Australia, Germany, France and the United Kingdom participated in the survey. The purpose of the survey is to understand consumers' views on online shopping and what aspects consumers care about most during the online shopping process.

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