ANN ARBOR, Mich., May 10, 2016 /PRNewswire/ -- Understanding the preferences of today's discerning omnichannel shopper can be challenging, but one thing is quite clear: Provide them a full range of shipping options or risk losing them to a competitor.
The May 2016 Retail Report released today by Radial and CFI Group shares the results of a random survey with 500 shoppers, analyzing the role of cross-channel fulfillment and how various delivery options affect the shopping experience. Among the key takeaways:
One-third would abandon their online cart and shop with a competitor if an estimated delivery window was not provided.
78 percent of respondents said having the ability to pick up an online order in-store is Somewhat to Extremely Important, citing (in nearly identical proportions) saving time or saving money as the primary motivation for that level of importance.
85 percent are willing to increase the size of their order to qualify for free shipping.
"Offering comprehensive fulfillment options is an essential component of the purchasing experience for modern-day shoppers," said CFI CEO Sheri Petras. "It's something shoppers expect from progressive retailers – along with properly staffed contact centers, a secure checkout process and a social media presence."
The report also examines shoppers' feelings about credit card fraud (87 percent are concerned with having data stolen or compromised) and social media (75 percent who share a bad shopping experience expect a response from the retailer).
Founded in 1988, CFI Group delivers customer experience measurement and business driver analysis from headquarters in Ann Arbor, Michigan and a network of offices worldwide. The founding partner of the American Customer Satisfaction Index (ACSI), CFI Group uses patented technology and top research experts to help companies maximize return-on-investment by analyzing every aspect of the customer experience, identifying key business drivers, benchmarking performance, interpreting results, and recommending key areas for business improvement.
Radial is the leader in omnichannel technology and operations, enabling brands and retailers to profitably exceed retail customer expectations. Radial's technical, powerful omnichannel solutions connect supply and demand through efficient fulfillment and transportation options, intelligent fraud, payments, and tax systems and personalized customer care services.
Rich Rezler Rezler Communications for CFI Group Email (734) 358-1910