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1、Shippos 2020 State of Shipping Report|1Shippos 2020 State of Shipping ReportShippos 2020 State of Shipping Report|2ForewordTable of ContentsSURVEY SAYS:HAPPY HOLIDAYS Merchants Have Increased Confidence in Shipping Carriers Going into the Holiday Season Merchants That Are Confident in Their Own Oper
2、ations Have More Confidence in Carrier Reliability Consumers Stay Consistent With Holiday Shopping Delivered by the Holidays?The Pressures Off.THE IMPACT OF COVID-19 ON SHIPPING Package Delays Amid a Pandemic Half of Businesses Saw No Change to Average Order Value(AOV)E-commerce Shipping Was Not Spa
3、red the Wrath of 2020 58%of Consumers Increased Their Online Shopping Habits Since COVID-19 HOW MUCH ARE BUSINESSES SPENDING ON SHIPPING?Shipping Makes Up 15 Percent or Less of Order Value For Most Businesses Businesses With Higher Percentage Spend on Shipping Are More Likely to Not Be Confident in
4、Their Shipping OperationsMERCHANT FULFILLMENT TRENDS Most Businesses Fulfill Orders in Their Home or Office A Diverse Fulfillment Strategy Breeds More Confidence Cost of Shipping Continues to Be a Challenge Fulfillment Times Are Slowing Down15911Table of ContentsTHE CHECKOUT EXPERIENCE Shoppers Pref
5、er Free Shipping,But Dont Require It Consumers Seek Delivery Date More Often Than Shipping Cost Most Merchants are Not Running Shipping-related TestsRETURNS AS A GROWTH DRIVER Free Return Shipping Valued by Consumers ABOUT THE SURVEYABOUT SHIPPO20242628CARRIER AND DELIVERY OPTIONS Consumers Prefer 2
6、-3 Day Delivery Options Speed and Cost Are More Important Than Carrier Leveraging More Carriers Does Not Impact Your Confidence Level Most Businesses Share Carrier Tracking Pages.15Merchants Have Increased Confidence in Shipping Carriers Going into the Holiday SeasonSurvey Says:Happy HolidaysShippos
7、 2020 State of Shipping Report|1Percent of MerchantsMerchants respond:how confident are you that the carriers that you use for shipping will keep up with demand amid the holiday season?Very ConfidentSomewhatConfidentNoOpinionSomewhatUnconfidentSignigicantlyUnconfident22.4%9.9%3.6%020%40%60%17.6%46.6
8、%Shippos 2020 State of Shipping Report|2Merchants That Are Confident in Their Own Operations Have More Confidence in Carrier ReliabilitySurvey Says:Happy HolidaysHOW DO I READ THIS CHART?Heres a helpful tip:Adding up all percentages in a row totals 100%of folks that selected the given operations con
9、fidence level.As an example,43.84%of folks that selected very confident in my shipping operations said they are very confident in the carriers.Shippos 2020 State of Shipping Report|3Consumers Stay Consistent With Holiday ShoppingSurvey Says:Happy Holidays020%40%3.7%50%29.4%I plan to spend more on ho
10、liday giftsIt has not affectedmy plansI plan to spend lesson holiday giftsI do not do anyholiday shopping16.9%I will do more onlineshoppingMy shopping will staythe same as last yearI will do less onlineshoppingI do not do anyholiday shopping6.8%0%20%40%36.9%38.9%17.4%With traditional shipping habits
11、 shifting this past year,we surveyed consumers to help predict this years holiday selling season.Good news:for half of the consumers surveyed,the COVID-19 pandemic has not affected holiday spending plans.Are shoppers planning to deck the halls of their local brick and mortars or will they be browsin
12、g online?More than one third of consumers are planning to keep their online/offline shopping mix the same as previous years.Another one third of consumers are going to do more online shopping compared to years prior.Shippos 2020 State of Shipping Report|4Delivered by the Holidays?The Pressures Off.S
13、urvey Says:Happy HolidaysDo you feel pressure to offer a“delivered by the hoildays guarantee”to avoid losing business to competitors?Shippos 2020 State of Shipping Report|5The Impact ofCOVID-19 on ShippingPackage Delays Amid a PandemicMore packagedelaysMore salesMy supply chainis disruptedLess sales
14、More customer complainsFulfilling orders has become harder due to safety concernsNumber of returns has increasedNone of the above020%40%60%16%4%8%16%26%37%58%2%Shippos 2020 State of Shipping Report|6The Impact of COVID-19 on ShippingHalf of Businesses Saw No Change to Average Order Value(AOV)Busines
15、ses that are very confident in their shipping operations were almost three times as likely to see significantly larger AOV during the COVID-19 pandemic.Percentage of businesses that are very confident in their shipping operations that saw a significant increase in AOV during COVID-19.Percentage of a
16、ll other businesses that saw a significant increase in AOV during COVID-19.Significantlylarger AOVSlightly largerAOVNo changeSlightlysmaller AOVSignificantlysmaller AOV020%40%60%7.8%26.2%50.4%11.5%4.1%Shippos 2020 State of Shipping Report|7The Impact of COVID-19 on ShippingE-commerce Shipping Was No
17、t Spared the Wrath of 2020Shippos 2020 State of Shipping Report|8The Impact of COVID-19 on Shipping58%of Consumers Increased Their Online Shopping Habits Since COVID-19I do all or almost allmy shopping onlineI do more than half ofmy shopping onlineAbout as often as Ishop in-personI do less than half
18、 myshopping onlineI almost nevershop online0%10%20%30%40%18.4%16.6%18.4%35.1%11.6%40.4%I swapped in-storebuying for onlineI did not buy any newtypes of items online59.6%0%20%40%60%SignificantlyincreasedSlightly increasedRemainedthe sameSlightly lessthan beforeSignificantly lessthan before0%10%20%30%
19、40%10.5%31.2%4.8%26.4%35.127.1%Shippos 2020 State of Shipping Report|9How Much are Businesses Spending on Shipping?Shipping Makes Up 15 Percent or Less of Average Order Value for Most Businesses 67.41-5%6-10%11-15%16-20%21-25%26-30%Greaterthan 30%010%20%30%16.7%29.3%21.4%14.5%7.3%4.8%6%Shippos 2020
20、State of Shipping Report|10Shipping Spend as a percentage of AOVBusinesses With Higher Percentage Spend on Shipping Are More Likely to Not Be Confident in Their Shipping Operations Than Those With a Lower Percentage Spend on ShippingPercentage Lacking Confidence in Their ShippingPercentage of Order
21、Value Spent on Shipping1-5%6-10%11-15%16-20%21-25%26-30%Greaterthan 30%05%10%15%20%25%9.14%10.56%13.40%20.83%21.88%22.50%13.51%Shippos 2020 State of Shipping Report|11Merchant Fulfillment TrendsMost Businesses Fulfill Orders in Their Home or Office We fulfillorders fromour homeWe fulfillorders fromo
22、ur officeWe haveour ownwarehouseWe have a mixof our owninventory anddrop shippingWe have a mixof our owninventory and 3PL/FBAWe use a 3PLfulfillmentserviceWe aremostly dropshipping11.2%1%1%0%20%40%60%1.4%3.2%18.3%65.2%Shippos 2020 State of Shipping Report|12Merchant Fulfillment TrendsA Diverse Fulfi
23、llment Strategy Breeds More Confidence *All processes that make up 1%or less of the overall survey were not included due to the low representative sample.Shippos 2020 State of Shipping Report|13Merchant Fulfillment TrendsCost of Shipping Continues to Be a Challenge Cost ofshippingCarrierreliabilityF
24、ulfillmentSoftware that works for your workflowCarrierrelationships(USPS,FedEx,UPS,DHLeC)UnderstandingshippingoptionsData andanalyticsOther53.9%11.6%9.5%7.7%4.6%2.9%1.4%8.4%0%20%40%60%Shippos 2020 State of Shipping Report|14Merchant Fulfillment TrendsFulfillment Times Are Slowing Down 200
25、2011%46%43%6%020%40%60%52%55%13%2412%Shippos 2020 State of Shipping Report|15Carrier andDelivery OptionsConsumers Prefer 2-3 Day Delivery OptionsSpeed and Cost Are More Important Than Carrier 7231.713.7Shippos 2020 State of Shipping Report|16Carrier and Delivery OptionsYes,I will pick it nomatter co
26、st or speedSomewhat,but it has to be competitiveNo,I decide based onspeed or cost6%22%02040608072%Shippos 2020 State of Shipping Report|17Carrier and Delivery OptionsLeveraging More Carriers Does Not Impact Your Confidence Level 41.7%1%57.7%1 Carrier2-4 CarriersShippos 2020 State of Shipping Report|
27、18Carrier and Delivery OptionsMost Businesses Share Carrier Tracking Pages VeryconfidentSomewhatconfidentNo opinionSomewhatnot confidentNotconfident020%40%60%21.51%47.67%47.68%8.96%9.79%3.58%3.61%21.13%17.56%17.78%Shippos 2020 State of Shipping Report|19Carrier and Delivery Options20.9%3.5%2%5.5%Cus
28、tomersreceive an emailwith a link to acarriers trackingpageCustomers receivean email witha link to a company-brandedtracking pageCustomers must contact supportCustomers are required to loginto theiraccount on thewebsiteOther020%40%60%68.1%Shippos 2020 State of Shipping Report|20The CheckoutExperienc
29、eShoppers Prefer Free Shipping,But Dont Require It 33%We alwaysoffer freeshippingWe offerfree shippingmore thanhalf the timeWe occasionally offer freeshippingWe do notoffer freeshipping010%20%30%28.1%22.7%16.2%83.819.4Shippos 2020 State of Shipping Report|21The Checkout ExperienceConsumers respond:h
30、ow does free shipping most often affect your online purchasing decisions?Consumers Seek Delivery Date More Often Than Shipping CostI only purchase onlinewith free shippingI will swap storesfor free shippingI prefer it,but it wontprevent buyingI dont care aboutshipping cost40.5%19.4%24.9%0%10%20%30%4
31、0%15.2%Shippos 2020 State of Shipping Report|22The Checkout ExperienceShippingcostAveragefulfillment/shippingtimeCarrier whowill deliverthe item(s)When the item willshipExpecteddeliverydate to customerSpecialpromotionaround actionneeded toqualify forfree shippingOther75%46%43%31%26%12%12%020%40%60%8
32、0%Carrier who willdeliver itemReturn policy/return shippingShipping costExpecteddelivery date41.1%32.7%19.8%010%20%30%40%6.4%Shippos 2020 State of Shipping Report|23The Checkout ExperienceMost Merchants are Not Running Shipping-related TestsHave you run any shipping-relatedtests in the last year?NoY
33、esShippos 2020 State of Shipping Report|24Returns as aGrowth DriverFree Return Shipping Valued by ConsumersTheconsumer isresponsiblefor payingfor returnshippingWe coverthe cost ofreturnshippingWe dontaccepte-commercereturnsTheconsumercan buydiscountedlabels fromusWe onlyacceptin-storereturns fore-co
34、mmordersOther30.6%23.7%2%0.10%13.3%010%20%30%30.3%Shippos 2020 State of Shipping Report|25Returns as a Growth DriverFree return shippingThe ease of processinga returnHow quickly I getmy refundA long time frame when returns are acceptedI care aboutsomething elseI dont careabout returns41.2%19.6%0%10%
35、20%30%40%2.7%3.0%28.1%5.4%Shippos 2020 State of Shipping Report|26About theSurveyMerchants respond:which best describes your online retail store?Specialty itemsHobbyist itemsHealth and beautyWomens appareland footwearFood productsHome and officeSport and outdoorMens appareland footwearJewelryHardwar
36、e(computerand electronics)PetBaby and kidsGames andentertainmentAuto andaccessoriesMedicinal/medical supplyHardware23.9%11.3%5.9%1.6%1.4%0.7%0.5%05%10%15%20%13.3%9.4%8.8%7.7%2.5%2.6%3.2%3.3%3.9%Merchant data is based on responses from 704 e-commerce merchants that use Shippos platform.Consumer data
37、is based on responses from 500 e-commerce shoppers and was gathered by a third-party survey platform.Both sets of data were collected in October 2020.Shippos 2020 State of Shipping Report|27About the SurveyMerchants respond:how confident are you in your current shipping operations and strategy(how y
38、our business stacks up compared to competitors,the efficiency of your process,customer satisfaction with shipping,whether or not you feel confident that you are minimizing costs as best as possible)?VeryConfidentSomewhatConfidentNoOpinionSomewhatNotConfidentNotConfident21.84%47.40%3.57%010%20%30%40%9.51%17.68%Shippos 2020 State of Shipping Report|28About ShippoEverything You Need for E-commerce Shipping in One Easy-to-use PlatformShippos 2020 State of Shipping Report|27