Dive Brief:
- Staples, Diapers.com, and Office Depot topped customer service analysis company StellaService's list of online retailers that provide reliable delivery estimates for online orders.
- In a five month analysis, these three delivered on the specific predicted dates 90% of the time, compared to only 13% of the time for all of the 127 retailers examined.
- 60% of retailers failed to set delivery expectations on all orders placed online by StellaService's analysts. A total of 2,500 packages were ordered, placed from January through May 2014.
Dive Insight:
While the large number of retailers failing to set delivery expectations on all orders is surprising, it should be noted that only 3% of packages arrived late when they did set one. As the number of online consumers only increases, its imperative for retailers, particularly online-only retailers, to provide accountable service to garner consumer loyalty.