The Impact of Late and Inaccurate Deliveries on Customer Loyalty

Doug Hughes
by Doug Hughes 12 Feb, 2023

Late and inaccurate retail deliveries have a significant impact on consumer loyalty according to a new study from Voxware.


The study, which surveyed 500 consumers on their expectations for delivery of items they purchase online or by phone, found that 69 percent of respondents are much less or less likely to shop with a retailer in the future if an item they purchased is not delivered within two days of the date promised. 


Moreover, 16 percent of respondents will abandon shopping with a retailer altogether if they receive an incorrect delivery just one time, and 14 percent will do so if they receive a late delivery just one time.


Other noteworthy data found that 86 percent of respondents claim that their expectations for correct and on-time delivery for items that they purchase online or by phone are unsurprisingly higher during the holiday season. Additionally, the majority of consumers still expect delivery within three to six days when retailers are providing free shipping, with 45 percent expecting their holiday purchase to be delivered within 4-5 days and 36 percent expecting their holiday purchase to be delivered within 5-6 days.


"As desktop, tablet, and mobile shopping continue to rise, so do consumer expectations for speedy, accurate delivery," said Keith Phillips, President and CEO, Voxware. "Retailers cannot afford to deliver products later than their promised delivery date, or send incorrect items altogether -not even once. These results prove that any inaccuracies or slight delays customers experience will result in a loss of brand loyalty across all of a retailer's channels and therefore severely impact bottom lines. 


That's why it's essential for retailers to modernize their warehouses with technology that enables them to successfully address new omnichannel demands. Most inefficiencies and errors occurring in the supply chain happen at the moment of order selection in the warehouse.  By optimizing the supply chain at the beginning, in the warehouse, retailers can provide a better customer experience that keeps customers happy and coming back.


How to Ensure Your Ecommerce Orders Get Delivered On Time


Ensuring that ecommerce orders are delivered on time is crucial for maintaining customer satisfaction and building a positive reputation for your business. Here are some steps you can take to ensure timely delivery of ecommerce orders:


Choose Reliable Shipping Carriers: Choose shipping carriers that have a good reputation for on-time delivery and have a strong track record of delivering packages in a timely manner.

  • Accurately Track Inventory: Maintaining accurate and up-to-date inventory records is essential for ensuring that orders are shipped on time. Use an inventory management system to track inventory levels in real-time and avoid overselling or running out of stock.
  • Streamline Order Processing: Implement efficient processes for order processing and shipping to reduce the time it takes to get orders out the door. Automate as much of the process as possible, such as using label printing software and shipping software.
  • Provide Accurate Delivery Estimates: Provide accurate delivery estimates to customers at the time of purchase, and keep them informed of any changes or delays.
  • Monitor Shipping Performance: Regularly monitor the performance of your shipping carriers to ensure that they are delivering packages on time. If you notice a pattern of delayed deliveries, consider switching to a different carrier.
  • Plan for Peak Periods: Plan ahead for peak periods, such as holidays, and take steps to ensure that you have enough resources to meet increased demand. This may include hiring additional staff or increasing your inventory levels.
  • Train Employees: Provide training to your employees on efficient and accurate order processing and shipping techniques to help ensure that orders are delivered on time.

By taking these steps, you can help to ensure that your ecommerce orders are delivered on time and that your customers are satisfied with the level of service you provide.


Tools And Equipment To Improve Order-Picking Accuracy


Improving order picking accuracy is a crucial part of any efficient warehouse operation, as it helps to reduce errors, minimize costs, and increase customer satisfaction. Here are some tools and equipment that can help you improve order-picking accuracy in your warehouse:

  • Barcode Scanner: A barcode scanner can be used to scan the barcodes on items or pick tickets to accurately track inventory and orders.
  • Voice-directed Picking: Voice-directed picking systems use voice commands and wireless headsets to guide workers through the picking process, reducing the likelihood of errors.
  • Mobile Computers: Mobile computers equipped with barcode scanning and voice-directed picking capabilities allow workers to easily access and track inventory information while on the move.
  • Pick-to-Light Systems: Pick-to-light systems use light signals to indicate where items are located, reducing the time and effort required to find the right items.
  • Pick Carts: Pick carts to allow workers to efficiently transport items from one location to another, reducing the risk of errors and increasing picking speed
  • Put-to-Light Systems: Put-to-light systems use light signals to indicate where items should be placed, reducing the risk of errors during the packing process.
  • Label Printers: Label printers can be used to print accurate and legible labels for items, reducing the risk of errors during the picking process.

These tools and equipment can help to improve order-picking accuracy in your warehouse and enhance the overall efficiency of your operations. However, it is important to carefully consider your specific requirements and choose the tools and equipment that best suit your needs.


Scheduled Delivery Pending, Awaiting Delivery Scan, and Other Tracking Statuses Explained


"Scheduled Delivery Pending" is a tracking status that is commonly used by shipping companies to indicate that a shipment has been scheduled for delivery on a specific date, but has not yet been delivered. It means that the package is on its way and expected to arrive on the scheduled delivery date.


"Awaiting Delivery Scan" is another common tracking status that indicates that a package has been shipped and is in the possession of the shipping carrier, but has not yet been scanned at the delivery location. This could mean that the package is still in transit or waiting to be sorted and processed for delivery.


Other tracking statuses you may encounter while tracking your shipment include:

  • In Transit: This status means that the package is on its way to the destination and is being handled by the shipping carrier.
  • Out for Delivery: This status means that the package is being delivered to the recipient on the same day.
  • Delivered: This status means that the package has been successfully delivered to the recipient.
  • Attempted Delivery: This status means that the carrier attempted to deliver the package but was unable to do so, and the package was either left at a secure location or a delivery notice was left for the recipient.
  • Exception: This status indicates that there is an issue with the delivery of the package, such as a delay or damage during transit.

These are some of the most common tracking statuses you may encounter while tracking your shipment. It is important to note that different shipping carriers may use different terminology to describe the same status, so it's a good idea to check the carrier's website or contact their customer service for more information.


Leading Ecommerce Shipping And Order Management Systems In 2023


In 2023, the leading ecommerce shipping and order management systems are likely to include a mix of established players and newer, more innovative solutions. Some of the most popular systems in this category include:

  • Shipstation: Shipstation is a cloud-based shipping solution that integrates with a wide range of ecommerce platforms and marketplaces, making it a popular choice for ecommerce businesses.
  • Orderful: Orderful is a new and innovative order management system that offers robust shipping and fulfillment capabilities, including real-time tracking, automated shipping rules, and more.
  • Shopify Shipping: Shopify Shipping is the built-in shipping solution for the popular ecommerce platform, Shopify. The system offers a range of shipping options, including real-time carrier rates, label printing, and more.
  • ShipWorks: ShipWorks is a shipping and order management system that is designed to help ecommerce businesses streamline their shipping processes and reduce shipping costs.
  • Voxware: Voxware is a leading provider of voice-directed order fulfillment solutions, which use voice technology to improve order accuracy and efficiency. Voxware's solutions are commonly used in warehouse and distribution center environments.


These are just a few examples of the many ecommerce shipping and order management systems available today. The best system for your business will depend on your specific needs and requirements, as well as your budget and technical capabilities.


In conclusion, the delivery of ecommerce orders is a critical aspect of running an online business. On-time delivery rates can impact customer satisfaction and loyalty, as well as overall business performance. To ensure on-time delivery, ecommerce businesses should choose a carrier that is reliable and offers a range of shipping options, use tools and equipment to improve order-picking accuracy, and implement best practices for order management.