39% of Shoppers Won’t Give Retailers a Second Chance After A Poor Delivery Experience

FarEye consumer survey finds online shopping and at-home delivery appetite continues to grow, delivery experience heavily influences consumer loyalty

CHICAGO--()--FarEye, a global SaaS platform provider transforming last-mile logistics, today announced findings from its survey of 1,000+ U.S.-based consumers. The new research revealed how shopping habits and delivery expectations shifted due to the pandemic and e-commerce growth.

The research found that superior delivery experiences are essential to satisfy and retain online shoppers, and could make-or-break consumer loyalty. Delivery delays and poor communication contribute most to bad delivery experiences and 36.8% of consumers changed their opinion of a brand due to a bad experience. 38.9% of shoppers are unlikely to give retailers a second chance after a poor delivery experience.

Throughout the pandemic, real-time communication expectations increased as 25% of customers expect access to real-time tracking information and up-to-date order location notifications throughout the order to delivery experience.

“At-home deliveries are the new competitive battlefield for brands and retailers. As e-commerce continues to boom, customers are mandating the buying experience includes superior at-home deliveries,” said Judd Marcello, Chief Marketing Officer, FarEye. “Our survey emphasized the need for retailers to see deliveries as a key differentiator in their offering and critical to creating satisfied, loyal customers.”

The research also shined a spotlight on e-commerce growth and increased reliance on home delivery. As pandemic restrictions have lifted in the majority of the country, 30% of consumers intend to do most of their shopping in person, however, another 32% of consumer survey respondents reported shopping online more since the pandemic and 65% of online shoppers reported preferring home delivery over store pick-up. This indicates a sustained shift towards online shopping and at-home delivery versus in-store shopping and pick-up.

When they do choose to shop in-stores, FarEye’s research revealed that 40% of consumers choose in-person shopping for immediacy, 37% do so for product testing. This underscores a challenge for e-tailers- to recreate in-store experiences online and through deliveries.

“In this environment, brands' definition of the customer experience must expand to include in-store, online and at home,” noted Marcello. “As customers weigh whether or not to return to stores amid lifting pandemic restrictions, it is becoming even more important for e-tailers to recreate the in-person experience virtually and through stand-out deliveries.”

Additional Resources:

  • View the full survey insights on the FarEye blog here
  • Learn more about FarEye’s platform and capabilities here

Survey Methodology:

FarEye’s 2022 Consumer Behavior Survey polled over 1,000 individuals over the age of 18 in the United States. The survey was conducted in March 2022 using a third-party survey platform.

About FarEye:

FarEye’s Intelligent Delivery Management Platform is making the delivery experience better for everyone. FarEye enables enterprises to deliver at reduced cost with a superior customer experience. The low-code approach provides an environment to develop applications with a quick turn-around time and minimal code to shorten the “concept to ship” cycle. The platform leverages millions of data points to predict the shipment journey and improve the delivery experience.


Jolene Peixoto, VP, Brand & Corporate Communications, FarEye, jolene.peixoto@getfareye.com

Komal Puri, Senior Director, Marketing, FarEye, komal.puri@getfareye.com



Jolene Peixoto, VP, Brand & Corporate Communications, FarEye, jolene.peixoto@getfareye.com

Komal Puri, Senior Director, Marketing, FarEye, komal.puri@getfareye.com