Consumers not happy with the last mile

Gina Acosta
Executive Editor
Gina Acosta profile picture
Only 14% of U.S. consumers trust crowdsourced, peer-to-peer delivery services.

A new survey reveals that U.S. consumers are dissatisfied with delivery experiences and have low trust in crowdsourced, peer-to-peer delivery of e-commerce purchases.

New data from a survey released by Dropoff shows that only 14% of U.S. consumers trust crowdsourced, peer-to-peer delivery services, and that 75% of consumers want a more professional delivery service (up from 72% in 2017). These findings follow a reported decline in the quality of service over the last year:

  • 78% had packages arrive late (70% in 2017)
  • 56% had packaging arrive damaged (42% in 2017)
  • 41% had items arrive damaged (34% in 2017)
  • 36% received incorrect items (31% in 2017)
  • 31% had missing packages (25% in 2017)

Delivery mishaps hurt retailers. 57% of consumers say unprofessional delivery affects whether they would shop from that retailer again.

At the same time, expectations for same-day delivery are on the rise: 43% of U.S. consumers expect companies to have ‘much faster delivery times’ than they did a year ago and almost one-third feel frustrated when same-day delivery isn’t an option at checkout. While 24% say they are willing to pay extra for faster delivery, 47% report actually having paid extra for either same day or next day delivery. Among respondents, same-day delivery was the fastest growing expedited delivery option in the past year, with nearly two times as many saying they took advantage of it in the last 12 months versus the year prior.

 In an age when Amazon accounts for half* of all ecommerce sales, and peer-to-peer delivery services provide mediocre customer experiences, retailers are turning to Dropoff for a reliable and professional same-day delivery option to satisfy their shoppers. They are on the right track; 65% of Amazon shoppers say they are willing to shop with other retailers if those retailers offer the same delivery options. 

“Consumers have shown they don’t want to sacrifice quality for speed, and we believe they shouldn’t have to,” said Sean Spector, CEO of Dropoff. “We work tirelessly to be the most reliable, professional same-day delivery service available, which enables consumers to focus on our retail partners and their products rather than the delivery experience.”

The survey polled 995 U.S. adults in February 2018. They were asked a series of questions about their retail shopping and delivery expectations.