Getting customer delivery information right is of utmost importance, as a recent survey on ‘Last Mile Delivery’ conducted by UK e-commerce association IMRG reveals. The survey, involving 1,000 UK consumers and conducted by delivery management platform Scurri and IMRG, found that 64% of customers leave negative reviews if their delivery is delayed or if they receive an unsatisfactory response to their ‘where is my order’ (WISMO) query. This emphasizes the significance of real-time post-purchase delivery information and effective customer communication in avoiding negative online reviews that can potentially damage a brand’s reputation.
The survey also highlights that poor customer service prompts 53% of consumers to leave negative reviews. Furthermore, 18% of respondents stated that insufficient or lack of post-purchase communication is the most common reason for leaving negative reviews about their shopping experiences with a brand or retailer.
In response to these findings, the report suggests that retailers need to proactively communicate with customers by providing regular updates on the status of their orders. Taking ownership of the post-purchase delivery experience and effectively managing customer communication can enhance the overall customer experience and prevent negative feedback that may harm revenue and loyalty.
Meeting customer expectations when it comes to resolving delivery or WISMO issues is also crucial. The survey indicates that 47% of customers expect a resolution within 1-2 working days, while 32% expect it to be resolved within 2-5 working days.
Andy Mulcahy, Strategy and Insights Director at IMRG, emphasizes the impact of customer reviews and social media feedback on a retailer’s reputation. He highlights the opportunity to strengthen customer relationships through excellent customer service, but also the potential risks of negative reviews eroding consumer confidence. Mulcahy further emphasizes the need for retailers to have visibility across the entire delivery experience and the ability to extract necessary data and insights to take proactive action and stay ahead of customers’ orders and deliveries.
In conclusion, accurate and timely delivery information, along with effective customer communication, plays a crucial role in avoiding negative reviews and maintaining a positive brand image. Retailers who meet customer expectations and promptly resolve issues can enhance the overall customer experience and cultivate a loyal customer base.
For more information on effective customer communication strategies, visit this insightful article.
To learn more about the impact of customer reviews on a brand’s reputation, check out this helpful resource.
