With the holiday season quickly approaching, carriers and retailers are pushing to deliver packages faster -- but at what cost? A new study out from OSM Worldwide found that a staggering 64 percent of consumers have received a damaged package. And they’re letting their networks know they’re not happy about it -- the State of Online Shopper Expectations and Actions study saw 75 percent of online shoppers report that they are very likely or likely to share their frustrations over a damaged package with friends and family.
This doesn’t look good for brands who deliver damaged packages. Experts predict 80 percent of a company's future revenue will come from just 20 percent of its existing customers, and word of mouth is the primary factor behind 20-50 percent of all purchasing decisions.
Some other key findings from the study highlight just how much damage a damaged package can do to a brand:
· When a package arrives damaged, 87 percent of online shoppers are very likely or likely to call customer service to complain.
· Almost a quarter of respondents say they are very likely or likely to share experiences of a damaged package on social media.
Download the PDF to read the full study!
View State of Online Shoppers Study.pdf