The problem of late holiday orders is getting worse, according to Bizrate Insights. EcommerceBytes reported on Monday that on-time delivery fell 2% over the course of the first 10 days of December. Since then, it has gotten worse, Bizrate told us on Wednesday – and it’s trending worse than last year.
The percent of online buyers who report that all items in their order were delivered on-time fell 3.4% over the course of 15 days. The report was based on surveys of over 130,000 shoppers about on-time delivery of their full orders from Dec 1-15, 2015.
Bizrate Insights Vice President Hayley Silver said, “Even though retailers and carriers all expected ecommerce growth this year over last year, on-time delivery – as defined by the customer – is down 1.7 percent on December 15, 2015 from the same date last year.
She noted that retailers and carriers started stronger in December 2015 over 2014, but then declined to a greater extent.
Silver said that at the time the orders were placed, many retailers had not adjusted customer expectations of when they would receive their orders.
Customer satisfaction is declining, with those who were “highly satisfied” with on-time delivery (rating satisfaction as a 9 or 10) decreasing at nearly twice the rate of reported on-time deliveries (-6.3% versus -3.7%) since December 1, 2015.
However, she said, average satisfaction with on-time delivery is decreasing at a slightly lower rate (-3.1% versus -3.7%), indicating some forgiveness or resetting of their own expectations.