The shippers’ race to a great tracking experience
Our secret shopping data from 2,100 online retailers reveals shockingly low adoption of the tracking features most important to online shoppers, creating opportunity for retailers to set themselves apart with simple—and often free—upgrades.
Consumers’ top tracking priorities
Consumers’ top three priorities from a tracking experience are delivery date information, the ability to see updates without entering log-in information, and the option to get SMS/text updates.
The Rorschach calendar test goes international
Retailers should avoid setting international shipping prices at checkout based solely on the cost of shipping and consider placing premiums in market where consumers value speed more highly.
Retailers’ top tracking priorities
Delivery tracking is a highly mature and largely commoditized space with several dozen providers of tracking software, in addition to solutions offered by carriers themselves.
Share your ETA when you’re OTW
77% of consumers wish more retailers offered estimated delivery time as part of tracking, but more than half notice it’s often inaccurate.
Reconsidering the need for speed
In the aftermath of pandemic-fueled shipping delays and in anticipation of ecommerce’s largest peak ever—we asked consumers, what does “fast” shipping mean anymore?