FIVE DAYS: Shipping Time Matters to the Bottom Line
Cloud-based order management solution Shopatron has released data from a satisfaction survey on how shopping times relate to Net Promoter Scores (the NPS scoring system assigns shoppers into three categories: promoters, passives and detractors).
Shopatron found that 87 percent of orders delivered by a retailer or brand in five days or less resulted in a promoter. As a promoter, a customer is more likely to be a repeat buyer, brand evangelist, and refer more customers via word-of-mouth marketing. On the other hand, the analysis found the percentage of promoters dropped to 66 percent if an order was delivered in more than five days.
“The results of these customer satisfaction surveys all indicate that shipments fulfilled directly by a brand can be significantly slower than shipments fulfilled by a retail fulfillment partner, and these slower shipping times have a direct impact on customer satisfaction,” said Ed Stevens, founder and CEO, Shopatron. “Retailers and brands should consider partnering with a dealer network and utilizing retail storefronts in addition to their own warehouses and distribution centers. It will allow retailers and brands to significantly cut down on shipping distances to their customers, which will ultimately reduce shipping times and increase the number of promoters for their organization.”