The Delivery Economy and The New Customer Experience

Whether it’s a consumer or business customer, the “Delivery Economy” — the pervasive sentiment in which consumers expect low cost, fast and highly transparent delivery of goods — has irrevocably changed the customer experience, and brands are paying attention and attempting to respond.

Thanks to growing trends like delivery subscriptions and on-demand delivery apps, delivery is becoming a key part of the customer experience. Consumers want their products faster and with more visibility into delivery progress. Marketers and brands are tuning in to this shifting paradigm.

project44 blind surveyed 750 consumers and 500 marketing executives in June 2019 to understand changing expectations of delivery and the customer experience and to examine how companies are adapting to these evolving expectations.

Here is what we found:

• 52% of consumers cite free or discounted shipping as one of the most important factors in their purchase experience, the same weight given to the price of the product
• 76% of marketers believe the growth of on-demand delivery apps for consumers has impacted their customers’ expectations for delivery
• 74% of consumers say that when a package isn’t delivered when expected, it hurts their impression of the company
• 94% of people who make purchases for their company said they expect the same level of focus on customer satisfaction as when they’re making personal purchases