It’s a well established fact that repeat business and recommendations are essential to a company’s ecommerce success. There has been lots of debate around what impacts these including loyalty programs, product variety, discounts, lowest prices, and shipping.
Recent research shows that shipping plays an oversized role in customer satisfaction and brand reputation. Comscore conducted a study commissioned by UPS that found the top 11 factors that impact consumer satisfaction with online shopping. 4 out of 11 factors directly related to logistics and fulfillment showing the large role that logistics has on your brand and customer satisfaction. They also found that consumers put equal weight in shipping cost and product cost when deciding who to purchase from.
