As the 28-day lockdown was recently implemented in Toronto and Peel, the only two options available for non-essential retailers are pickup and home delivery. This is seen to add complications and hit the hardest as the holiday season is fast approaching. Retailers will indeed, once more, experience decline in their revenues.
According to Accenture’s annual 2020 Holiday Shopping Research, 79 per cent of Canadian consumers overwhelmingly favour home delivery. This will cause more strain on supply chains and shipping services for a lot of businesses.
About 21 per cent of consumers said that they are willing to do curbside pickup or use a contactless option like a locker.
In terms of online deliveries, 63 per cent said they will not buy from a retailer again after an unsatisfactory delivery experience. This goes to show that consumer behavior has changed from being patient earlier on in the pandemic to it waning down in the present period.
In terms of deliveries, offering free delivery continues to be the top factor in consumer decision-making. Forty per cent of the respondents said that they expect fast and free shipping as part of their purchase experience. Aside from this, the research also found that delivery to home is also more expensive for retailers than fulfilling orders and having customers pick it up.
Thus, as an unsolicited advice based on the data provided, retailers should begin to consider placing improvements in their delivery services.
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