Delivery time and cost and customer expectations

More than half (55%) of shoppers will not make a purchase on a website unless the seller indicates what the total shipping costs are and when the product will be delivered.

According to new consumer data from ESW (formerly eShopWorld), the world’s leading international e-commerce company, providing transparent delivery costs and the ability to transparently monitor the shipping process will be key to increasing cross-border sales conversions in the coming years.

ESW’s ‘Global Voices: Pre-Peak Pulse 2021’ survey of nearly 15,000 consumers in fourteen countries found that delivery is the biggest customer service issue facing retailers and brands, with 76% of respondents saying they are more likely to buy abroad if they know exactly when they will receive the product they ordered and the total cost of delivery (including any customs and tax charges).

More than half (57%) of consumers indicated that they would gladly accept a longer delivery window in exchange for free shipping. However, 59% of German and 56% of French respondents indicated that international deliveries should arrive at the same time as domestic orders.