Why You Need to Get Product Delivery Right … and 7 Things Customers Want


Optimization and speed go hand in hand. When you speed up a process without sacrificing quality, you earn more money from your business. However, speed isn’t the only factor that customers consider when it comes to delivery; they also want transparency and flexibility.

Why Is a Great Customer Delivery Experience Important?

Your customers want their items delivered on time and for a low price, but that may mean your startup has to spend an extraordinarily high amount of money to meet the needs of your buyers.

Or does it? While training your drivers, purchasing more trucks, and using route-optimization software will cost a lot up front, it pales in comparison to what you’ll lose if you don’t. According to a survey, 72.5% of poor deliveries would cause a customer to stop recommending a retailer.

However, if you focus on improving your customer’s delivery experience, you’ll benefit from an increased customer relationship. If you offer more fast shipment options, like same-day or free shipping, you can save money, as your customers prefer to shop at retailers with more options.

What Do You Customers Want When it Comes to Delivery?

While it can be difficult to understand what your customers really want from you and your business, customer surveys have consistently shown that buyers expect the following.

1. Customers Expect Reliable, Fast Delivery in Cities

Rural inhabitants have come to expect slow delivery, but you won’t get the same level of patience from city dwellers. For example, if you don’t hire a fast and reliable courier service in Phoenix, you’re going to lose a lot of business, and your reputation will likely take a hit.

2. Customers Expect Click and Collect as an Option

Click and Collect, often referred to as “curbside pickup,” is an online order placement option that involves the customer picking up the item at their preferred location or store. Not only does this option save you money, but it ensures the customer gets their item on the same or the next day.

3. Customers Expect A Smooth Checkout Experience

Too many options can be a bad thing. If your customer is on the checkout screen and they’re confronted with five home delivery options, seven Click and Collect options, and 15 payment options, they may feel overwhelmed. This may cause them to leave your site with a full cart.

4. Customers Expect Clarity From Delivery Couriers

Your customers want to know where their package is at all times, so it’s a good idea to invest in tracking software and a customer companion app. Allow your customers to turn on notifications that let them know when their courier is about to arrive, so they can make sure they’re home.

5. Customers Expect Businesses to Stay Moral 

Young consumers want the businesses they support to be more than profit-driven. In fact, Millennials and Gen Z prefer to do business with corporations with prosocial messages, ethical practices, and sustainable manufacturing methods, so avoid working with damaging services.

6. Customers Expect Free Delivery (Even if it’s “Paid”)

Even if your customers have to pay their way up to free delivery (i.e., buy $50 worth of merch for free delivery), they want it as an option. Your customers are more likely to leave your site if you don’t provide this option, as they know other stores with a similar product will offer it instead.

7. Customers Expect Companies to Localize

Some things are universally true about your customer’s delivery expectations across the globe, like the preference for home delivery. However, specialized options like locker delivery are only really popular in countries like Germany. Always remember to appeal to your local market.