Why do customers now expect a same day or next day delivery option?

For several years now consumers have demanded next day delivery and in 2021 even expect businesses to offer same day delivery. So what has caused customers’ demands to change so significantly in recent years?

Years ago, it was completely normal to wait up to 14 days for a delivery to arrive; now if customers have to wait that long they are likely to complain or question what an earth has happened to their order.

One of the key reasons for the huge shift in customer expectations is Amazon, in particular Amazon Prime. According to research by RetailWeek in 2019, 15 million British shoppers were signed up to Amazon Prime, giving them unlimited free next day  delivery and in some cases same day delivery for the year. This number increased in 2020 due to the pandemic, with the trend set to continue throughout 2021. 

Many large retailers have reacted to what is being labelled ‘the Amazon Prime effect’ by offering their own annual delivery passes, giving unlimited next day delivery for the entire year. But how can smaller businesses compete with these major retailers? Well, CSM offers cost-effective same and next day delivery options across England. If you would like specific information about volumes and prices, please get in touch with the team at your local CSM branch.

As well as next day delivery, customers expect to be able to track their parcel every step of the way from the moment it leaves your warehouse to the moment their order arrives at their door. Customers who aren’t offered a tracking option at the checkout are likely to abandon their shopping bag or contact a business’s customer service team for an update. Offering parcel tracking is expected to be standard by customers so it is important your business includes tracking as part of the delivery package. CSM’s consignments are fully trackable every step of the way, giving you and your customers complete peace of mind. 

Although customers’ demands have changed quite dramatically over the last decade, one thing remains the same – they expect excellent customer service. No matter your delivery option, having a great customer service team is vital to a great customer experience. It has been proven by many research studies that high quality customer service leads to repeat purchase. With the right mix of products, delivery options and customer service you are likely to retain your customers and keep them coming back for more!

If you would like to find out more about the services CSM offer, please visit our services page or contact your local branch to speak to the team.

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