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1、RETAILCOMMERCE 360THE ANNUAL FULFILLMENT REPORTOCTOBER 2023Compliments of Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360SPONSOR ARTICLESMelissa 8Capturing correct address data quickly paves the way to fulfillment successV
2、argo 14Better technology integrations lead to more efficient fulfillment processes,happier customersFluent Commerce 19Inventory accuracy across the entire customer journey allows retailers to deliver better experiencesSaddle Creek 24How can fulfillment systems help deliver an optimal customer experi
3、ence?OVERVIEW:TRENDS 3Free shipping 5Returns 7CONVENIENCE:OMNICHANNEL VS.SAME-DAY DELIVERY 10Omnichannel growth slowed 10Consumers prefer convenience 12Same-day delivery grows 16WHAT ARE 4PLS 21Palouse uses 4PL to cut costs 214PL explanation 22When outsourcing makes sense 23THE SHOPPER SPEAKS 26 Cop
4、yright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360OVERVIEWFree shipping options by merchant type 6CONVENIENCEShare of Top 1000 retailers offering BOPIS and curbside pickup by merchant type 9Which of the following activities were
5、 part of your online shopping behavior over the past 6 months?10Consumers use more omnichannel options in 2023 11Shipping speed options offered,by merchant type 12Shipping speed options offered,by category 13THE SHOPPER SPEAKSHow satisfied are you with the deliveries of your online orders over the p
6、ast six months?19A four-year look at satisfaction scores of eight or higher 19 CHARTSWhich of the following have been part of your online order experiences relative to your shopping cart and beyond in the past six months?21Which of the following shipping and subsequent return scenarios havebeen part
7、 of your online shopping experiences in the past six months?22More online shoppers say they are thinking about the environmental impacts of their choices 24Which of the following best describes your sentiments about environmental concerns when it comes to a retailers policies and shipping practices?
8、24Consumer comfort with at-home and in-home delivery 25How comfortable are you with the following types of delivery experiences?25 How comfortable are you with the following types of delivery experiences?26RETAILCOMMERCE 360 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reser
9、ved.Content published July 2023.2023 marks another year when fulfillment grows more complicated for retailers and consumers to navigate.The U.S.retail world is still grappling with the changes wrought by the COVID-19 pandemic on the way consumers shop,with online sales still exceeding pre-pandemic p
10、redictions.Fast,free shipping remains popular with consumers,even though merchants are increasing their free-shipping dollar thresholds.Returns are another consideration for consumers,and they can lead to big costs for retailers with online processing and shipping.Meanwhile,shoppers still say they w
11、ant omnichannel services,even though they are less vital post-pandemic.Some retailers have pulled back on omnichannel offerings and directed resources toward other goals.Retailers shipped fewer packages compared with 2021,but shipping expenses have increased.And a number of major players,including T
12、arget,are investing in infrastructure to handle a growing number of online orders.Retailers must weigh the advantages of building up their own vast shipping network versus outsourcing with other vendors,like Fulfillment by Amazon or a fourth-party logistics provider(4PL).Those calculations are furth
13、er complicated by potential upheaval at major shipping carriers,as UPS avoids a strike that could have been disastrous.RETAILCOMMERCE 360RETAIL MARKET TRENDSoverviewTHE ANNUAL FULFILLMENT REPORT5 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 20
14、23.RETAILCOMMERCE 360OVERVIEWFREE SHIPPINGMore retailers in Digital Commerce 360s Top 1000 offered free shipping than ever before in 2022.The Top 1000 ranks the largest e-retailers in North America by online sales.76.8%of retailers make free shipping available in some capacity,up from 74.4%in 2021.H
15、owever,more retailers added in contingencies to reach that free shipping in 2022.Just 18.3%of retailers in the Top 1000 offered unconditional free shipping,down from 20.4%in 2021.Just under half of merchants(47.1%)specify a threshold consumers must meet for free shipping,slightly more than the 45.1%
16、with that requirement in 2021.The most significant change comes from the minimum spending required to reach the free shipping threshold.In 2022,the median threshold was$75,an increase of more than 15%from the previous year of$65.Apparel merchant Perry Ellis increased its free ground shipping thresho
17、ld from$75 to$99,the retailer told Digital Commerce 360 in October 2022.As shipping costs remain elevated,retailers see those fees in their bottom lines and pass some of them onto consumers.“Freight has continued to rise for us,and it is definitely challenging our P&L,”says Jay Nigrelli,senior vice
18、president of ecommerce.“We had to raise prices,unfortunately,and pass on some of the cost,not all of the cost,over to the consumer.”Consumer shipping costs arent equal across categories.Digital Commerce 360 research shows that small and lightweight items are more likely to come with free shipping.Th
19、at explains why nearly all(97.6%)of jewelry retailers in the Top 1000 have some type of free shipping,followed by 89.3%of health and beauty retailers and 84.1%of apparel merchants.THE ANNUAL FULFILLMENT REPORT6 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content pu
20、blished July 2023.RETAILCOMMERCE 360OVERVIEWOnce again,consumers are clear that free shipping is one of the key points in deciding where to make an online purchase.Free shipping was by far the most popular choice(82.5%)in a July 2023 survey of 1,017 U.S.online shoppers from Digital Commerce 360 and
21、Bizrate Insights when asked about which factor was the most important in choosing a retailer to make a purchase from.Sara Mader,CEO of Palouse Brand,a family farm merchant that sells legumes and grains online,knows firsthand that shoppers want free shipping,and they want it fast.“Customers demand on
22、e-to two-day free shipping.If you dont have it,youre in trouble,”Mader says based on sales and customer feedback.For more about the July 2023 survey,see Page 26.Although consumers prefer free shipping,other results from that same survey show that it isnt necessarily a deal breaker.When asked why the
23、y might decide to pay for shipping,50%of online shoppers said that“free shipping was not offered,and I wanted the product.”Thats up from 41%in 2022,but down from a high of 59%in 2021.MERCHANT TYPEANY FREE SHIPPINGUNCONDITIONAL FREE SHIPPINGFREE SHIPPINGTHRESHOLDMEDIAN FREE SHIPPING DOLLAR AMOUNTOTHE
24、R FREE SHIPPING PREREQUISITEConsumer Brand Manufacturer84.5%25.3%47.3%$75.0018.0%Direct Marketer63.9%16.7%27.8%$99.0027.8%Retail Chain73.4%9.7%50.2%$54.5024.6%Web Only73.7%17.2%47.1%$80.0012.4%Top 50076.8%18.3%47.1%$75.0017.3%Source:Digital Commerce 360THE MAJORITY OF RETAILERS IN THE TOP 500 OFFER
25、FREE SHIPPINGFree shipping options by merchant typeTHE ANNUAL FULFILLMENT REPORTOVERVIEW7Just 6%of consumers said that they never complete a purchase if they have to pay for shipping,down from 8%in 2022.RETURNSFree shipping has gone mainstream across the ecommerce world,growing among Top 1000 retail
26、ers each year.Free return shipping,however,remains much less common.Just more than one-quarter(27.8%)of retailers in the Top 1000 offered the perk in 2022,a slight increase from 27.4%in 2021.Online returns processing is nearly twice as common,although it can come with a restocking fee for consumers.
27、In 2022,45.7%of retailers in the Top 1000 offered online returns processing,rather than requiring consumers return products to stores.Thats slightly down from 47.4%in 2021.Retailers are likely moving away from processing returns online due to added costs,which are already significant.The National Re
28、tail Federation says returns cost retailers$816 billion in 2022.Commercial real estate and investment firm CBRE estimates that retailers spend$33 to process the return of a$50 product,or 60%of its value.One way to mitigate the cost of returns is by funneling as many returns to a store as possible,sa
29、ys Jean-Aymeri de Magistris,vice president of IT,data and analytics at apparel retailer Psycho Bunny.The retailer charges for online returns but processes in-store returns for free.That incentivizes customers to go to stores and saves money on shipping,Psycho Bunny says.“The cost of returns is treme
30、ndous,”de Magistris says.“Carriers and the fuel surcharge and all of that become really prohibitive.And so were trying to incentivize people to come to our store with free returns in the store.”Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023
31、.RETAILCOMMERCE 360SPONSORED ARTICLECAPTURING CORRECT ADDRESS DATA QUICKLY PAVES THE WAY TO FULFILLMENT SUCCESSAn executive conversation with Greg Brown,vice president of marketing,Melissaretail.Retailers need to quickly spot fake orders with spam addresses to save money,time and effort.Some carrier
32、s charge retailers a fee if the wrong address is on a package.How does this impact profitability?These fees can drastically impact profitability.For instance,the USPS doesnt take responsibility for a package that is lost because of an incorrect address.Unless you choose a mailing service that provid
33、es insurance,your company bears the total costs.On top of that,youll probably lose that customer due to a failed or delayed delivery.Then there are reshipment costs in additional materials and postage.Many carriers will provide an address correction“service”to fix an inaccurate address during delive
34、ry,but this service can cost anywhere from$15-$20 per package.How can retailers ensure they are capturing the correct information?Address auto-completion technology helps improve the user experience while also providing real benefits to the business on the back end.Cart abandonment is high.Retailers
35、 need to find ways to address the main reasons customers are leaving their sites without buying.Lengthy checkout process,complicated web forms,bad UX design and high shipping charges all contribute to site abandonment.Address auto-completion helps solve two of those reasons right off the bat.By allo
36、wing a customer to simply choose the right address with type-ahead functionality,the average customer will save 50%to 75%of keystrokes needed to complete an address.Thats amazingly helpful in decomplicating the checkout process.By partnering with an address verification software company,such as Meli
37、ssa,retailers can easily implement global address autocomplete and address verification into their webforms and customer relationship management systems.Preventing bad data from entering your database is key to streamlining operations,keeping costs down while delivering on the high expectations your
38、 customers have.Delivering orders to customers doors fast is a top priority for retailers.That means capturing the correct address information and verifying it at the time the shopper places an order is imperative.Order verification isnt just a minor detail in the fulfillment process.It can drastica
39、lly improve the customer experience by speeding up checkout and improving shipping deliverability.To discuss how order verification gives retailers a competitive edge,Digital Commerce 360 spoke with Greg Brown,vice president of marketing at Melissa.Please explain the importance of address verificati
40、on.One of the best ways to increase sales and revenue is to make sure your customers buying journey is quick and convenient.Why force them to manually input their addresses,which is especially hard for mobile users or one-finger tappers on the desktop?Shoppers dont want to type in every single line
41、of their address,city and ZIP code correctly.Give them the ease and simplicity of address auto-completion.Its a win-win because it helps customers complete their transactions effortlessly while allowing you to ship accurately.Are retailers aware of address auto-completion and its benefits?Most retai
42、lers know about the importance of correct addresses,but they either dont know about the easy-to-implement tools that are available or dont see the other benefits that come with capturing correct addresses right from the start.Consider whether the address is within the USPS database.In many smaller a
43、nd rural communities,the USPS doesnt deliver directly to homes and businesses.For cost-savings and route efficiency,the USPS instead assigns PO boxes to every address in the community and only delivers mail to those boxes.Trying to verify actual street addresses using only the USPS database would re
44、turn these real,physical addresses as“bad”.On the other-hand,carriers like UPS and FedEx may deliver packages to these addresses.Also,you should identify if the address is residential or business as many carriers apply surcharges to residential addresses.This is something retailers will want to know
45、 if theyre offering free or expediting shipping.Lastly,fraud is rampant in M800.MELISSA(635-4772)Download Ebook Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360Shoppers flocked to use omnichannel services,like buy online,pi
46、ck up in store(BOPIS)and curbside pickup during the onset of the COVID-19 pandemic in 2020.Now,consumers have largely returned to shopping in stores,reducing the need for these services,and some retailers are eager to cut costs.OMNICHANNEL GROWTH SLOWED,BUT ITS STILL AROUNDIn 2023,26%of retailers in
47、 the Top 1000 offered consumers a BOPIS option.Thats up slightly from 24%in early 2022.Retail chains remain far more likely to have the service than other types of retailers.80.2%of retail chains in the Top 1000 offer BOPIS,up from 72.1%of retail chains in 2022.Direct marketers also doubled their BO
48、PIS availability,to 16.7%of direct marketers offering BOPIS in 2023.Thats up from 8.3%in 2022.Curbside pickup,however,is relatively less popular.13%of retailers in the Top 1000 offer the service to consumers,down from 15.5%in 2022.Retail chains are by far the most likely to offer curbside pickup,at
49、44.9%in 2022,down from 52.5%in 2021.THE BATTLE OVER CONVENIENCE:OMNICHANNEL VS.SAME-DAY DELIVERYTHE ANNUAL FULFILLMENT REPORT11 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360THE BATTLE OVER CONVENIENCEIn 2022,Barnes&Noble
50、 removed designated curbside pickup spots.This was“primarily due to declining usage by customers,”a spokesperson told Digital Commerce 360 at the time.Although BOPIS and curbside pickup arent available at the majority of Top 1000 retailers,for some retailers,these services are key to business.In May
51、,Walmart Inc.CEO Doug McMillon credited the big box retailers strong omnichannel program for the 24%increase in online sales in the second quarter of fiscal 2024.“Its clear,our omni model is resonating with customers across income demographics who are seeking out Walmart digitally and in stores,curb
52、side and via delivery,and were growing our share for our convenience,which nearly matches our share for price,”McMillon told investors,according to a Seeking Alpha transcript.“As we continue to scale digital capabilities in our markets around the world,we have an opportunity to drive significant gro
53、wth in the top line over the coming years.”MERCHANT TYPEBUY ONLINE,PICK UP IN STORECURBSIDE PICKUPConsumer Brand Manufacturer16.5%7.0%Direct Marketer16.7%8.3%Retail Chain80.2%44.9%Web Only7.9%2.6%Top 100026.0%13.0%Source:Digital Commerce 360RETAIL CHAINS ARE MOST LIKELY TO HAVE BOPIS AND CURBSIDE PI
54、CKUPShare of Top 1000 retailers offering BOPIS and curbside pickup by merchant typeTHE ANNUAL FULFILLMENT REPORT12 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360THE BATTLE OVER CONVENIENCECONSUMERS WANT ALL THE CONVENIENC
55、E OPTIONS Shoppers consistently show preferences for access to different convenience options when shopping online.In a February 2023 Digital Commerce 360 and Bizrate Insights survey of 1,069 U.S.shoppers,50%said they had ordered a product online and picked it up in store in the previous six months.T
56、hats up from 43%in 2021 and 37%in 2022.Survey data shows BOPIS is especially popular among younger consumers in the 30-to-39 age bracket.58%of consumers in that demographic said theyd made a BOPIS order.35%of consumers said theyd made a curbside pickup order in that timeframe,about the same number a
57、s in 2021.More consumers say they consider using omnichannel for their shopping.More than two-thirds(68%)of respondents said they check online product availability on store websites.CONSUMERS USE MORE OMNICHANNEL OPTIONS IN 2023Which of the following activities were part of your online shopping beha
58、vior over the past six months?Source:Digital Commerce 360/Bizrate Insights survey of 1,069/1,132/1,052 online shoppers,(2023-2021)ACTIVITY202320222021Checked online for product availability at a nearby store68%51%58%Ordered online and picked up a product in store50%37%43%Ordered online from a web-on
59、ly retailer(Amazon,Lulus,etc.)for same-day delivery38%36%36%Ordered online and used a retailers drive-up or curbside service to pick up a product from a store35%25%35%Participated in a store-based retailer loyalty program beyond Amazon32%29%32%Ordered online from a physical store(Target,Walmart,etc.
60、)for same-day delivery31%27%26%Made an additional purchase while at a store picking up products purchased online26%19%21%Made an additional purchase when completing an in-store return for products purchased online17%15%16%THE ANNUAL FULFILLMENT REPORT13 Copyright 2023 Digital Commerce 360&Vertical W
61、eb Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360Consumers who used omnichannel services to pick up orders said its all about making the experience easier.48%of survey respondents said they use BOPIS or curbside pickup because it saves time,and 47%said it is more conven
62、ient.Just over one-third(36%)said they wanted to avoid paying for shipping.Consumers also appreciate fast shipping.A May 2023 survey of 1,039 U.S.online shoppers found that 20%of consumers said that theyd made a same-day delivery order from an online marketplace in the past year.THE BATTLE OVER CONV
63、ENIENCECONSUMERS CHOOSE STORE PICKUP FOR CONVENIENCEIn the past six months,thinking about your“buy online,pick up in-store”purchase or“curbside pickup,”which of the following factored into selecting that service?It saves time48%Its more convenient47%I wanted to avoid going into the store38%I did not
64、 want to pay for shipping36%I needed the product sooner than shipping would allow34%I wanted the product that day32%I can get exactly what I need 29%I felt more confident I would actually get the product as inventory in stores is constantly changing 21%Its safer20%The product was unavailable online
65、but available for immediate access through curbside or in-store pickup 19%I dont make any impulse purchases while in the store17%The ability to get whatever else I might need at the store while I am there16%Weather14%Didnt want to bring children inside the store13%Other(promotions,pets,health,low/no
66、 inventory,heavy products,etc.)2%Source:Digital Commerce 360/Bizrate Insights survey of 1,069/1,132/1,052 online shoppers,(2023-2021)SPONSORED ARTICLEBETTER TECHNOLOGY INTEGRATIONS LEAD TO MORE EFFICIENT FULFILLMENT PROCESSES,HAPPIER CUSTOMERSAn executive conversation with Charlie Zebell,senior dire
67、ctor of solutions development,Vargomix of order types,lines,units or SKUs to meet performance expectations.Understanding the impact as those parameters vary,which can impact system performance,is critical when selecting solutions.Consider solutions that have retail,wholesale and ecommerce all workin
68、g from a single inventory or can use selected technology for multiple channels and functions,such as returns processing.While autonomous mobile robot(AMR)solutions can be easier to scale than fixed automation,there are often tradeoffs in performance and density.Theres still a place for crane-in-aisl
69、e automated storage and retrieval systems(AS/RS)and loop unit sorters in facility designs.What steps should retailers take to begin implementing these types of systems?Retailers should work with a vendor that brings varying technologies together to create a real,impactful facility result.Better inte
70、gration allows faster order cycle times.For example,VARGO integrates with a portfolio of partnerships for mechanical solutions from robotic arms to AS/RS,sortation and partial truckload solutions to AMRs and everything in between.By not relying on a single provider,VARGO can design and deliver solut
71、ions that not only meet existing needs,but also allow flexibility in an ever-changing fulfillment landscape.All the individual components regardless of how many or few technologies are adopted are seamlessly controlled using COFE,the first WES.Retailers should be warned not to add islands of technol
72、ogy without a means to pull all the workflows together.Companies are turning to VARGO to address facilities with the latest AMR and robotic technology,but missing a WES that can orchestrate the subsystems.Sometimes it looks like an automation desert,the lack of available work in the sub system leavi
73、ng many bots idle.Often it isnt a miss by the subsystem technology provider,but at the overall integration level.Customers today demand fast and free delivery.Retailers are under increased pressure to deliver orders to customers in a day or even a few hours.But fast and free delivery puts more press
74、ure on retailers to minimize their fulfillment costs per order inside the facility all while confronting the challenge of labor shortages and rising wages.To discuss how better technology allows for faster order cycle times in turn,reducing costs and meeting customer expectations Digital Commerce 36
75、0 spoke with Charlie Zebell,senior director of solutions development at Vargo.What are retailers biggest concerns around fulfillment right now?Rising labor costs and shortages of workers are retailers No.1 concerns.The pandemic raised awareness around new safety protocols with hundreds of employees
76、working in small areas,and new-hire training continues to be a productivity obstacle.The significant additional labor required to operate facilities during peak periods is often accompanied by a drop off in productivity.Adding automation to remove labor seems like an easy solution,but this can requi
77、re a large capital expenditure.How can they best manage those concerns?Retailers should deploy systems and technology to reduce reliance on labor while also reducing cycle times.They should understand how some solutions can scale,and they should purchase them in increments that make sense now.Often,
78、a warehouse execution system(WES)can wring additional performance out of existing disparate mechanical systems running under a batch or wave-based warehouse management system(WMS).What fulfillment technologies should retailers be investing in now?No single technology will solve all the workflows wit
79、hin a facility.So,retailers should pay attention to the integration layer so that all workflows are orchestrated to achieve targets instead of islands of automation that often lead to fulfillment facilities output at a fraction of design intent.Scalable and flexible solutions are key.These buzz word
80、s mean the solution shouldnt require a specific VARGO I 877-876-6384HOW DO WE EMPOWER FULFILLMENT?ENABLING WHATS POSSIBLE!Integrating automation requires real-time decision-making and orchestration of people,processes and technologies.VARGO solves these complex distribution challenges.Future-Forward
81、 ThinkingAutonomous Mobile RobotsGoods-to-PersonSortation ExpertsProven and Unmatched WESEcommerce FulfillmentRETAILCOMMERCE 360THE ANNUAL FULFILLMENT REPORTTHE BATTLE OVER CONVENIENCE16In a July 2023 Digital Commerce 360 and Bizrate Insights survey of 1,017 online shoppers,17%of consumers said they
82、 pay for shipping because they wanted same-day delivery.Thats down slightly from 18%in 2022,but far higher than 6%in 2021.SPEEDY SHIPPING MIGHT BE THE NEXT MUST-HAVE CONVENIENCE36.8%of retailers in the Top 1000 had some fast shipping option available to consumers in 2022.Thats down slightly from 38.
83、0%in 2021.Next-day delivery is available from about one-third of retailers(35.2%),down from 37.2%in 2021.Same-day delivery is far less common,available from just 6.9%of retailers,relatively consistent from 6.7%the previous year.Retail chains are more likely than any other type of retailer to have so
84、me kind of fast shipping option,with 55.6%of retail chains offering some fast shipping.Among retail categories,flowers and gifts are the most likely to offer fast shipping,with 52.4%in the Top 1000 advertising the service.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved
85、.Content published July 2023.FAST SHIPPING FACTS UPS asked 500 U.S.small and medium ecommerce retailers in February 2023 what factors have negative impacts on their businesses:Reliability of carriers:41%Increasing pressure from customers to deliver on two-day shipping:36%Rising threats of porch pira
86、cy or package theft:26%Rising threats of fraud:25%Increasing pressure from customers to deliver on shipping optionality:24%RETAIL CHAINS ARE MOST LIKELY TO OFFER SAME-DAY AND NEXT-DAY DELIVERY Shipping speed options offered,by merchant typeSource:Digital Commerce 360MERCHANT TYPESAME-DAY DELIVERYNEX
87、T-DAY DELIVERYSAME-DAY OR NEXT-DAY DELIVERYConsumer Brand Manufacturer1.2%32.9%33.2%Direct Marketer2.8%27.8%30.6%Retail Chain26.6%49.8%55.6%Web Only2.1%30.5%31.0%Top 10006.9%35.2%36.8%RETAILCOMMERCE 360THE ANNUAL FULFILLMENT REPORTTHE BATTLE OVER CONVENIENCE17 Copyright 2023 Digital Commerce 360&Ver
88、tical Web Media LLC.All rights reserved.Content published July 2023.Retail chains may be more likely to offer fast shipping,since their store footprints allow them to have inventory closer to shoppers and use stores as warehouses.Other categories tend toward fast shipping by necessity;flowers have a
89、 shorter life than apparel,and consumers expect to receive them more quickly.SAME-DAY DELIVERY REMAINS RARE ACROSS THE TOP 1000Shipping speed options offered,by categoryMERCHANDISE CATEGORYSAME-DAY DELIVERYNEXT-DAY DELIVERYSAME-DAY OR NEXT-DAY DELIVERYApparel/Accessories5.7%44.3%45.5%Automotive Part
90、s/Accessories7.7%38.5%38.5%Consumer Electronics0.0%41.3%41.3%Flowers/Gifts23.8%52.4%52.4%Food/Beverage21.1%31.6%31.6%Hardware/Home Improvement6.0%36.1%37.3%Health/Beauty10.7%30.4%33.9%Housewares/Home Furnishings1.7%14.8%15.7%Jewelry9.8%43.9%48.8%Mass Merchant26.5%34.7%44.9%Office Supplies3.8%30.8%34
91、.6%Specialty5.2%28.6%28.6%Sporting Goods2.5%33.3%34.6%Toys/Hobbies3.8%34.0%34.0%Top 10006.9%35.2%36.8%Source:Digital Commerce 360THE ANNUAL FULFILLMENT REPORTTHE BATTLE OVER CONVENIENCE18However,a recent move by A Inc.might mean fast shipping numbers will look different in a few years.The massive on
92、line retailer just announced plans to double the number of same-day delivery facilities in the U.S.in coming years.Amazon didnt disclose how many of the facilities it currently has,but it said more than half of orders Prime members in the 60 largest metro areas placed in Q2 2023 arrived the same or
93、next day.Amazon has been instrumental in setting consumer expectations for delivery,says Steve Denton,CEO of UPS fulfillment company Ware2Go.“Amazon set the threshold for Prime with two-day delivery or less,”he says.Now in 2023,speed and certainty about when an item will arrive are equally important
94、,meaning that retailers can lose consumer trust if they arent able to live up to promises of faster delivery,he says.Retailers could face challenges fulfilling those fast orders.In a February 2023 survey from Digital Commerce 360 and Bizrate Insights of 73 retailers,27%said they were worried about s
95、hipping delays from carriers.22%were concerned about meeting fulfillment demand,and 15%said they were worried about the viability of same-day delivery.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360SPONSORED ARTICLEINVENTO
96、RY ACCURACY ACROSS THE ENTIRE CUSTOMER JOURNEY ALLOWS RETAILERS TO DELIVER BETTER EXPERIENCESAn executive conversation with Nicola Kinsella,senior vice president,global marketing,Fluent CommerceHow should retailers be prioritizing their fulfillment investments?They should prioritize those that can a
97、ugment existing technology and provide a fast return on investment.For example,a modern,flexible,event-based distributed order management system,like Fluent Order Manage-ment,allows retailers to extend the capabilities of their existing commerce and back-end systems without needing to rip and replac
98、e.It lets them:l Get better inventory accuracy to reduce split shipments and rejection/decline rates.l Show accurate inventory availability across the entire buying journey to increase add-to-cart and cart conversion rates and reduce canceled order rates.l Optimize fulfillment logic to meet their go
99、als of faster delivery,reduced split shipments and reduced delivery costs.l Capture a view of both offline and online demand in a single system,and the conditions in which each order was placed,such as inventory levels,location status and capacity.l Optimize safety stock at the SKU-location level to
100、 enable demand sensing and optimize demand forecasting.What new technologies are emerging around fulfillment?There are some exciting AI and machine learning opportunities emerging in the areas of demand sensing,optimal sourcing and dynamic safety stock.However,most of a typical AI and machine learni
101、ng project involves getting a large,clean set of data that can be used to train and test the model.Its difficult to get clean order and inventory data.But a flexible order management system allows you to capture all the contextual data youll need to take full advantage of future AI and machine learn
102、ing capabilities,and augment the power of your people,with next-generation supply chain execution technology.Customer expectations around inventory visibility is apparent.They expect to know when and how they will get an item early in their buying journey.But retailers continue to struggle with inve
103、ntory accuracy and order management a challenge that is contributing to their difficulty building trust with their customers.To discuss retailers biggest fulfillment concerns and how modern technology is helping them navigate these challenges,Digital Commerce 360 spoke with Nicola Kinsella,senior vi
104、ce president,global marketing at Fluent Commerce.What are retailers biggest fulfillment challenges?Delivery cost is a challenge,especially for split shipments.Some retailers are tweaking their order promising logic to help drive down costs.For example,they may only allow split shipments for items or
105、 orders over a certain value.Rejection and decline rates are also an issue.When an order is routed to a store for fulfillment,and the store rejects it and reroutes it to another location,it wastes labor and increases order processing time.This delays the customers order confirmation notification,whi
106、ch can result in the customer canceling an order and instead getting the product elsewhere.How can they best manage those concerns?They need accurate inventory availability data.Often,organizations have data silos or are constrained by the speed at which batches of data become available to their dig
107、ital channels.Retailers should be considering next-generation inventory availability solutions to help them reduce this lag.Retailers should also optimize fulfillment logic.They need to factor in a locations capacity when making sourcing decisions.There are several ways to approach this,typically us
108、ing location attributes such as the maximum orders a store can process in one day,the maximum open orders at a store,and the number of orders the store has the staff available to pick and pack.Keeping order processing time down is important so orders are shipped out either the same day or next day t
109、o provide a great experience.And its important that customers receive their order confirmation and shipping notifications as quickly as possible,to prevent them from canceling an order.Commerce PlatformERPinventory segmentationsourcing&allocationsafety stock bufferspreorders&backordersreal-time stoc
110、k availabilitycomplex fulfillment logicsoft reservationsin-store pick and packomnichannel returnspromisingSo you think your ERP and Commerce platforms do order management?If you want to increase conversions and offer a better customer experiencetheres a better Read eBookRETAILCOMMERCE 360Business wa
111、s good for Palouse Brand,a family farm in Washington state selling legumes and grains direct to consumers online on its own website and via A,especially post 2020.Sales grew rapidly,reaching up to 7,000 orders in one day,says CEO and founder Sara Mader.The COVID-19 pandemic led to“huge,steep growth
112、patterns”for Palouse that the small retailer couldnt keep up with.It was forced to shut down some ordering channels to keep up.To fulfill its web and marketplace orders,Palouse fulfilled some orders in house and outsourced a portion using Amazons multi-channel fulfillment service.That system couldnt
113、 scale up fast enough tomeet demand,Mader says.“We needed a solution that would allow us to ship semi loads to a distribution center and then have it ship straight from that distribution center.We could not keep up with order demand and stock them fast enough,”she says.Then,Palouses long-standing re
114、lationship with USPS fell apart when the carrier changed package sizes,increasing Palouses costs.Mader knew she needed another solution.PALOUSE CUT COSTS BY 20%The retailer discontinued its use of Fulfillment by Amazon and switched to the Seller Fulfilled Prime model for Amazon marketplace sales ope
115、rated by 4PL vendor Ware2Go.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.WHAT ARE 4PLS AND DO YOU NEED ONE?RETAILCOMMERCE 360THE ANNUAL FULFILLMENT REPORTWHAT ARE 4PLs AND DO YOU NEED ONE?22 Copyright 2023 Digital Commerce 360&Vertical We
116、b Media LLC.All rights reserved.Content published July 2023.“For us,protecting our Prime badge is key,”Mader says of the distinction placed on some Amazon products noting that they come with free one-or two-day shipping for Prime members.Palouse kept its Prime badge with Ware2Go and offered free two
117、-day delivery to orders made from P,too.Ware2Go set Palouse up with five warehouses across its sales area.Within 48 hours of Palouses products arriving at the warehouse,Ware2Go makes them available for sale online.Thats a major change,up to 90 days faster than at other warehouses Palouse used in the
118、 past,she says.“Theres a huge lag from when it leaves your building to when the shipments close,”Mader says.Every additional day of transit and processing time costs Palouse more money,in both shipping costs and paying warehouse fees,Mader says.“We arent having such huge inventory carrying costs bec
119、ause we can turn it so much faster,”Mader says.3PLs,or third-party logistics companies,are logistics providers retailers use to outsource aspects of fulfillment for their businesses.Fourth-party logistics companies(4PLs)take it one step further and manage relationships between retailers and 3PLs.4PL
120、s can often leverage their large networks to lower shipping costs for retailers and find efficiencies.They may also use technology to make suggestions about specific shipping routes and warehouse locations.WHAT IS A 4PL?2315 months after implementation,Ware2Go cut Palouses fulfillment costs by 20%,M
121、ader says.Time in transit is down 40%,and 98%of customers are within a two-day shipping radius.Jean-Aymeri de Magistris,Psycho Bunny vice president of IT,data and analytics,says 3PLs fill a distinct role for retailers like his.OUTSOURCING FULFILLMENTS MAKES SENSE IN SOME SCENARIOSOutsourcing fulfill
122、ment coordination to a third-party allows the retailer to focus on its main business in this case,apparel,he says.Psycho Bunny works with 3PL vendors for its U.S.business through order management vendor Fluent Commerce.3PLs are a“necessary evil”for retailers of Psycho Bunnys size,he says,from a cost
123、 perspective.The retailer may pay more than it would for handling its own fulfillment,but it makes sense in a case where the retailer doesnt have the capacity to manage every piece of the logistics planning.“If you find the right partner and you manage them properly,its like any supplier,”he says.Wh
124、en the retailer expands to Europe,it plans to use a 3PL for that market,too.However,de Magistris says there are some cases where a 3PL doesnt fit.Psycho Bunny does not use 3PLs in Canada,he said without revealing why.The retailer plans to eventually handle its own logistics but didnt share a timelin
125、e.The retailer will take over its fulfillment“down the line,”when it feels ready,he says.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360FAST FACTS A global survey from shipping and fulfillment technology provider Shippo of
126、 1,191 ecommerce merchants across retail categories in December 2022 found:41%of retailers say the cost of shipping was their biggest challenge in 2022.12%said supply chain delays.11%said decreased consumer spending.9%said customer acquisition.THE ANNUAL FULFILLMENT REPORTWHAT ARE 4PLs AND DO YOU NE
127、ED ONE?SPONSORED ARTICLEHOW CAN FULFILLMENT SYSTEMS HELP DELIVER AN OPTIMAL CUSTOMER EXPERIENCE?An executive conversation with Brian Mattingly,vice president,operations,Saddle Creek Logistics ServicesHow can each of these systems help provide more responsive service?The right systems help you get or
128、ders into customers hands quickly.An OMS can route orders to the fulfillment source closest to the customer to minimize transit time.Within the warehouse walls,a WMS helps to drive efficiency and productivity,so you can improve speed to customers.A system with customizable order waving can optimize
129、workflows for faster processing and enhanced quality control.Adding a warehouse execution system takes processing speed to the next level,with typical productivity gains of 20%or more.A WES effectively eliminates manual intervention and creates rules within the system that drive the operation and he
130、lp to optimize workflow.It also allows you to manage rules based on priorities,such as prioritizing a consumer order over a retailer order.A WES also supports the addition of fulfillment automation,helping to manage and optimize order batching,release,picking and replenishment for faster order proce
131、ssing.What can systems do to support personalization and product customization?Offering personalized products or special product configurations can help you stand out in the marketplace embroidering a shirt,assembling a gift pack or generating packing slips.However,those special requirements add com
132、plexity to the fulfillment process.A WMS with an assembly and kitting management module can streamline processes and optimize workflows.Look for a system with flexible configuration to phase in modules for these capabilities as you need them.If you need system-generated forms like packing slips or r
133、etailer labels,a robust WMS can help to ensure quality and enable faster order processing.To learn more,read the 2023 Fulfillment Trends Report: you think about customer experience,information systems might not be top of mind,but they play a critical role in helping retailers and brands delight thei
134、r customers.Digital Commerce 360 caught up with Brian Mattingly,regional vice president of operations at Saddle Creek,to discuss what makes order management systems(OMS),warehouse management systems(WMS)and warehouse execution systems(WES)so valuable.Why are fulfillment systems important for custome
135、r experience?These systems affect the customer experience on nearly every level,helping to ensure product availability,improve communication,provide a seamless shopping experience and deliver faster and more cost-effectively.Companies are recognizing the value of more robust systems.In a recent surv
136、ey,we asked retailers,manufacturers and ecommerce companies what their fulfillment operations are doing to improve customer experience.In the past year,more than half have added or upgraded their WMS or OMS,and 45%have implemented a WES.How can retailers and brands leverage these systems to optimize
137、 inventory?Product availability is key when it comes to delivering a positive customer experience.If the item they want is out of stock,shoppers will go elsewhere.Good inventory visibility is critical.Understanding what you have available to ship and to promise can help prevent stock outs.A good WMS
138、 can provide real-time visibility into operations for true end-to-end visibility of inventory status.If you operate multiple distribution centers or receive orders from B2B and D2C sales channels,an OMS can give you a single,real-time view of inventory across all fulfillment sources distribution cen
139、ters,stores,drop-shipping from vendors,and more.For orders from multiple sources,its valuable to have an OMS that can support different inventory allocation and order release strategies and customize rules for processing.For example,if youre short on inventory,you might opt to prioritize ecommerce o
140、rders over retail or choose a different fulfillment source.What are you doing to elevate customer experience?According to new industry research,many fulfillment operations have upgraded their OMS(52%),WMS(59%)and/or WES(45%)to deliver a better customer experience for e-commerce and omnichannel shopp
141、ers.Whats in store for the year ahead?Scan to read the trends report.888/878-1177| to raise your CX game?Contact us today.By Lauren FreedmanOnline shopper satisfaction is predicated on product and price as a starting point.But shipping and delivery also play heightened roles,as the perfect product p
142、oorly delivered is rarely forgotten.This year,Digital Commerce 360 and Bizrate Insights surveyed 1,017 online shoppers regarding their shipping experiences,expectations,behavior and how environmental concerns are playing into their choices.For perspective,findings from prior years and their respecti
143、ve responses will illuminate consumer patterns.Digital Commerce 360 surveyed 1,116 consumers in 2022,1,032 in 2021 and 1,000 in 2020 to find trends over time.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360 Copyright 2023 D
144、igital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360SHIPPING AND DELIVERY SATISFACTION NUMBERS STAND STRONGthe shopper speaksTHE ANNUAL FULFILLMENT REPORTTHE SHOPPER SPEAKS27 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All right
145、s reserved.Content published July 2023.RETAILCOMMERCE 360ONLINE SHOPPERS ARE HIGHLY SATISFIED WITH DELIVERIES OF THEIR ONLINE ORDERS 77%of shoppers scored their deliveries over the past six months at least an eight on a scale of 10,meaning retailers appear to be doing their jobs well.Just 15%of shop
146、pers ranked deliveries in the six to seven(above average)zone,while only 8%came in at a five or below.Shopper satisfaction for online deliveries is high,staying strong year over year.A four-year look at satisfaction scores of eight or higher shows 2023 numbers on par with the best scores in the last
147、 few years.Thus,the status quo is in order as retailers try to maintain and perhaps exceed 2023s performance.Understanding flaws and making enhancements in delivery will continue to position retailers in the eyes of their online customers.A FOUR-YEAR LOOK AT SATISFACTION SCORES OF EIGHT OR HIGHER So
148、urce:Digital Commerce 360 and Bizrate Insights surveyed 1,017 online shoppersHOW SATISFIED ARE YOU WITH THE DELIVERIES OF YOUR ONLINE ORDERS OVER THE PAST SIX MONTHS?(1-10 scale)Most satisfied10987654 or less30%26%21%11%4%4%4%Source:Digital Commerce 360 and Bizrate Insights surveyed 1,017 online sho
149、ppersCONSUMER INSIGHTSCONSUMER INSIGHTS2020 2021 20222023 67%77%77%79%THE ANNUAL FULFILLMENT REPORTTHE SHOPPER SPEAKS28 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360ONLINE SHOPPER BEHAVIOR IS PREDICATED ON SAVING MONEY,W
150、HILE INVENTORY AND DELIVERY ISSUES REMAIN A FACTORCustomers will always embrace choices that allow them to save money,and shopping cart experiences noted in the survey reflected those sentiments.Money-saving behavior included selecting a longer shipping option to save money(46%),abandoning an order
151、because shipping costs were too high(36%)or because sales tax was too high(7%).Inventory remains of concern,causing both out-of-stock and delivery headaches for retailers and shoppers.Our research found that 39%of shoppers abandoned an order because it was out of stock,31%had an order delayed becaus
152、e of inventory or shipping issues and 23%had an order canceled due to similar circumstances.Monitoring ones shipping policies and pricing is critical to averting abandonment.In some instances,shoppers simply wont wait.29%of consumers said they abandoned an order because it would not arrive in time,d
153、elivery would be too slow(20%),or the delivery date was unclear(12%).Just 7%said they would abandon an order when same-day delivery was not available.More customers are starting to take positive action in support of sustainability.These actions included:Ordering items from a retailer that offered so
154、cial or environmental benefits(21%).Selecting a longer shipping option to support sustainable practices(19%).Favoring one retailer over another due to sustainability practices(11%).THE ANNUAL FULFILLMENT REPORTTHE SHOPPER SPEAKS30 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights
155、 reserved.Content published July 2023.RETAILCOMMERCE 360STORE FULFILLMENT OPTIONS HAVE STRONG APPEAL AMONG ONLINE SHOPPERS The customers desire for convenience means retailers should consider multiple touchpoints for fulfillment,pickup and returns.Omnichannel is now entrenched behavior for consumers
156、,as 38%of survey respondents used BOPIS to pick up orders while 31%used curbside options.WHICH OF THE FOLLOWING HAVE BEEN PART OF YOUR ONLINE ORDER EXPERIENCES RELATIVE TO YOUR SHOPPING CART AND BEYOND IN THE PAST SIX MONTHS?Multiple responses allowed.Selected a longer shipping option to save money4
157、6%Abandoned an order because it was out of stock39%Abandoned an order because shipping costs were too high36%Had an order delayed because of inventory or shipping issues31%Abandoned an order because it would not arrive in time29%Had an ordered canceled due to inventory or shipping issues23%Ordered i
158、tems from a retailer that offered a social/environmental benefit as part of their shipping and delivery policies21%Abandoned an order because delivery time would be too slow20%Selected a longer shipping option to support sustainable practices19%Abandoned an order because delivery date was unclear12%
159、Favored one retailer over another because of its reputation for sustainable practices11%Have been a victim of porch piracy or package theft8%Abandoned an order because sales tax was too high7%Abandoned an order because same-day delivery was not available7%None of these12%Source:Digital Commerce 360
160、and Bizrate Insights surveyed 1,017 online shoppersCONSUMER INSIGHTSTHE ANNUAL FULFILLMENT REPORTTHE SHOPPER SPEAKS31Regarding non-traditional touchpoints where shipments could be picked up,14%said they used a collection point,while the same number picked up orders at an Amazon-run store or via an A
161、mazon locker in a non-Amazon location.Just 7%said theyve sent orders to a package delivery locker.The most notable trend was that 23%of online shoppers returned Amazon products to physical stores.That was even higher than the 20%who indicated they returned items inside a retailers store.Copyright 20
162、23 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360WHICH OF THE FOLLOWING SHIPPING AND SUBSEQUENT RETURN SCENARIOS HAVE BEEN PART OF YOUR ONLINE SHOPPING EXPERIENCES IN THE PAST SIX MONTHS?Multiple responses allowed.Placed an order online
163、 for pick up inside a retailers store38%Placed an order online and picked up using drive-up or curbside options31%Returned an Amazon product to a physical store,like Kohls or Whole Foods23%After receiving an order placed online,was told to keep the product rather than return it to the retailer,yet s
164、till receive a credit21%Returned an online order inside a retailers store20%Placed an order online and had it shipped to an Amazon-run store that handles pickups and returns14%Placed an order online and had it shipped to a collection point other than the retailers store for pickup (e.g.Walgreens,Fed
165、Ex,UPS)14%Placed an order online and had it shipped to an Amazon locker in a non-Amazon location (mall,convenience store,Kohls,or other individual retail store)14%Returned an online order to a mall-based pickup and return center10%Placed an order online and had it shipped to a package delivery locke
166、r(e.g.UPS or FedEx locker)7%Returned a non-Amazon order to a drop-off point at a retailer like Walgreens7%Returned a non-Amazon order to another physical location such as Happy Returns5%Returned an online order curbside at a retailer5%None of these24%Source:Digital Commerce 360 and Bizrate Insights
167、surveyed 1,017 online shoppersCONSUMER INSIGHTSHISTORYDecades of ecommerce experience and unique relationships built along the wayACCESSUnlock mountains of exclusive content from research reports and database rankings to charts and articlesEXPERTISEAnalysis straight from the brightest minds and most
168、 respected leaders in ecommerce journalism and research SAVINGSExceptional benefits for accessible prices(because quality content shouldnt break the bank)CHOICEA variety of membership levels and add-ons to match your access with your actual needsEmpowering professionals and strengthening businesses
169、with expert-crafted ecommerce research and data for over 20 years.Members get the best of our business.Join today to gain unlimited ecommerce resources and the support of a global community.THE ANNUAL FULFILLMENT REPORTTHE SHOPPER SPEAKS33Interestingly,21%of shoppers said retailers told them to keep
170、 their order and their return would still be processed.Other return models were limited in scope:Returned non-Amazon order to a physical location like Happy Returns(5%).Returned a non-Amazon order to a drop-off point(5%).Returned curbside(5%).Though 57%of online shoppers report environmental concern
171、s related to shipping,just 34%are willing to pay for eco-friendly policies or choose environmentally sound options.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360MORE ONLINE SHOPPERS SAY THEY ARE THINKING ABOUT THE ENVIRON
172、MENTAL IMPACTS OF THEIR CHOICESConcernedNot concernedNo opinion20232022202153%50%44%27%21%29%20%23%33%Year-over year penetration numbers regarding environmental views.Source:Digital Commerce 360 and Bizrate Insights surveyed 1,017 online shoppersCONSUMER INSIGHTSWHICH OF THE FOLLOWING BEST DESCRIBES
173、 YOUR SENTIMENTS ABOUT ENVIRONMENTAL CONCERNS WHEN IT COMES TO A RETAILERS POLICIES AND SHIPPING PRACTICES?Concerned but not willing to pay more for environmentally sound policies and practices23%Willing to take environmentally sound option for direct benefit(reward points,money off future orders)19
174、%Concerned and will pay somewhat more for environmentally sound policies and practices15%Not concerned but would pay a little something extra13%Willing to take environmentally sound option for direct benefit(reward points,money off future orders)7%Have not formed an opinion22%Source:Digital Commerce
175、 360 and Bizrate Insights surveyed 1,017 online shoppersCONSUMER INSIGHTSTHE ANNUAL FULFILLMENT REPORTTHE SHOPPER SPEAKS34ONLINE SHOPPERS ARE COMFORTABLE WITH A VARIETY OF ALTERNATIVE DELIVERY EXPERIENCESShopper comfort level with non-traditional delivery experiences fluctuates,though package recept
176、acles in front of the house still see the greatest acceptance.Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360CONSUMER COMFORT WITH AT-HOME AND IN-HOME DELIVERYCONSUMER INSIGHTSPackage receptacles in front of houseIn-home d
177、eliveryIn-garage deliverySelf-driving vehicle deliveryDrone delivery20232022202152%60%54%71%80%76%40%57%44%31%52%39%34%53%36%Source:Digital Commerce 360 and Bizrate Insights surveyed 1,017 online shoppersHOW COMFORTABLE ARE YOU WITH THE FOLLOWING TYPES OF DELIVERY EXPERIENCES?Source:Digital Commerce
178、 360 and Bizrate Insights surveyed 1,017 online shoppersCONSUMER INSIGHTSNOT COMFORTABLEA LITTLE COMFORTABLECOMFORTABLEVERY TO EXTREMELY COMFORTABLEGig-based delivery services 29%26%23%22%Drone delivery48%21%14%17%Self-driving vehicle delivery46%20%16%18%In-garage delivery/package receptacles36%24%1
179、7%23%In-home delivery 32%16%17%35%Package receptacles at the front of the house11%18%24%47%THE ANNUAL FULFILLMENT REPORTTHE SHOPPER SPEAKS35COMFORT WITH ALTERNATIVE DELIVERY CHANNELS STARTS WITH GUARANTEES 54%of online shoppers want guarantees from retailers that theyll be responsible for any delive
180、ry issues,and 53%want those guarantees from delivery companies.Other sources of information provide additional comfort among shoppers,including feedback from:Other online shoppers:33%Reputable sources:28%Delivery companies:27%Retailers:24%28%of consumers said they would feel more comfortable with al
181、ternate delivery methods if they had security systems in their homes and garages.26%said they might be more open if their location was better suited for the specific type of delivery.For 16%of respondents,crime in their neighborhoods keeps them from feeling comfortable with alternative delivery.Shop
182、per satisfaction is strong when it comes to shipping and delivery.Free shipping,fast delivery and in-stock products drive consumer selection of retailers.Retailers should reassess how free shipping is used in their arsenal and test periodically.Monitoring same-day delivery options means understandin
183、g the competitive landscape and customer desires.Money savings and speed of delivery will always be in vogue.Heres hoping that both retailers and customers enable environmental options,so we all have solutions in place that deliver on customer and climate expectations.Were all in this together.Copyr
184、ight 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCOMMERCE 360HOW COMFORTABLE ARE YOU WITH THE FOLLOWINGTYPES OF DELIVERY EXPERIENCES?If I had a security system for my home and/or garage28%If I had more complete information from the delivery
185、company including about delivery people27%If my location was better suited for the type of delivery being suggested26%If I had more complete information from the retailer including delivery people24%If there was less crime in my neighborhood16%Nothing9%Other(please specify)2%Source:Digital Commerce
186、360 and Bizrate Insights surveyed 1,017 online shoppersCONSUMER INSIGHTSSee Whats TrendingDigital Commerce 360s free resources provide real-time coverage on trending topics in retail and B2B ecommerce.FREE MEMBERSHIPExclusive gated articles and data-packed chartsStrategy Insights Timely digital repo
187、rts created by Digital Commerce 360 editors“Take 5”Newsletter Your 5-minute weekly rundown on ecommerceB2B NEWS4x weekly newsletter covering breaking news on the fastest-growing segment of ecommerceWeekly InfographicLatest EnvisionB2B Conference NewsHottest B2B TopicsMarket AnalysisRETAIL NEWS4x wee
188、kly newsletter covering retail news and expert tips to prepare your business for the digital challenges ahead Trending WebinarsTrending ResearchTrending ArticlesSIGN UPSUBSCRIBESUBSCRIBETHE ANNUAL FULFILLMENT REPORT37 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Con
189、tent published July 2023.RETAILCOMMERCE 360Mary MeisenzahlSenior EABOUT THE AUTHORMary Meisenzahl is a senior editor at Digital Commerce 360 with a focus on fulfillment in ecommerce.Previously,she covered retail at Business Insider for three years on the labor beat,and wrote about culture and travel
190、 for various outlets before joing Digital Commerce 360 in 2023.Mary has a bachelors in history from Wellesley College.DIGITAL COMMERCE 360 RESEARCHABBAS HALEEMAssociate EAPRIL BERTHENEEditor,Strategy Insights FARNIA GHAVAMIExecutive Vice President,Digital StrategyFJONATHAN LOVEAssociate Data AJAMES
191、REEVESMarket Research AJAMES RISLEYResearch Data Manager and Senior AJILL SUCHOMELData ACONTRIBUTERLAUREN FREEDMANFormer Senior Consumer Insights AnalystTHE ANNUAL FULFILLMENT REPORT38 Copyright 2023 Digital Commerce 360&Vertical Web Media LLC.All rights reserved.Content published July 2023.RETAILCO
192、MMERCE 360ABOUT DIGITAL COMMERCE 360 RESEARCHOver the last two decades,Digital Commerce 360 Research has become a global leader in ecommerce research and data,helping a wide range of businesses better understand the industry.Each year,our experienced researchers collect hundreds of metrics on thousa
193、nds of retail and B2B ecommerce companies around the world and offer access to the raw data including online sales,web traffic,conversion rates,AOV and key technology partners.Most notably is our Top 1000 Database,a ranking of the leading North American online retailers by web sales.We also publish
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