Retailers Fall Short in Meeting Delivery Preferences of Shoppers

In a rapidly evolving retail landscape, the disconnect between shoppers’ expectations for delivery options and what retailers actually provide is becoming increasingly significant. Research from Scurri highlights this gap, revealing that a considerable portion of consumers desire shipping information before initiating the checkout process.

The Gap Between Expectations and Reality

According to the findings, about 24% of shoppers express the need for product delivery choices to be presented prior to checkout. Despite this clear demand, only a meager 9% of retailers fulfill this customer expectation at this critical stage in the buying journey.

Delving deeper into the data from the “Future of Post-Purchase and Delivery” report, we uncover a stark contrast between retailer perceptions and shopper demands. When retailers estimate when delivery options should be made clear, they assume only 6% of consumers want this information before checkout. Yet, a substantial 22% of surveyed shoppers indicated they would appreciate such information even before reaching the payment phase.

Spotting the Disconnect

The confusion doesn’t stop there. A survey indicated that while 20% of retailers believe one-fifth of customers wish to see delivery options while adding items to their carts, only 11% currently extend this service. This showcases a significant misunderstanding of the crucial role delivery options play in driving conversions.

Rory O’Connor, the founder and CEO of Scurri, emphasizes this by stating that alongside product variety, clear and reassuring delivery details hold the second spot in consumers’ hierarchy of needs. He insists that communicating delivery information as early as possible is key. “The quicker retailers provide delivery choices, the better. This not only alleviates purchasing hesitations but also nudges the shopper closer to hitting that buy button,” he explains.

Who is Seeking Delivery Options?

The appetite for early delivery information varies across demographics. A noticeable 38% of shoppers, rising to 43% among those aged 45–54, are actively seeking delivery details before they select their products. Furthermore, 51% of younger shoppers, specifically those aged 18–24, are keen on receiving confirmation about delivery options once their products have been placed into shopping carts.

What Matters in Delivery Choices?

Retailers were prompted to identify which aspects influence their customers’ delivery choices. The results revealed that speed, cost, and flexibility topped the list, with 40% highlighting speed as the most critical factor. Nevertheless, despite intentions to optimize delivery services, 39% of shoppers reported abandoning carts due to the additional costs associated with home delivery. Factors such as slow delivery times and an insufficiency of free delivery options accounted for 26% and 25% of abandoned purchases, respectively.

According to O’Connor, it is paramount for UK retailers to adapt their delivery offerings to cater to a diverse customer base, recognizing that younger shoppers lean towards faster options while older demographics often value complimentary delivery. He mentions, “By harnessing a carrier management platform, brands can establish rules that guide carrier selection, enabling better cost management and tailored checkout experiences that bolster consumer confidence during conversions.”

Methodology of the Research

The insights shared stem from an online analysis conducted with 123 UK retailers, including enterprise and mid-market companies, by Savanta in March 2025. Additionally, a separate online survey of 1,000 UK adults was conducted in February 2025 by the same firm.

Conclusion: Bridging the Delivery Information Gap

The findings from this research underline a critical point: understanding and addressing the delivery preferences of customers can dramatically enhance conversion rates for retailers. As the demand for clarity in shipping details mounts, moving into the logistics realm becomes vital. GetTransport.com emerges as a reliable partner in this landscape, offering an extensive range of cargo transportation solutions globally, including logistics for office relocations and even the transportation of bulky goods like furniture and vehicles.

In this fast-paced market, embracing these delivery preferences is essential—both for enhancing consumer satisfaction and for reinforcing business growth. Even the best reviews can’t replace firsthand experiences; GetTransport.com empowers users to choose cargo transportation that meets their individual needs, offering affordability and an array of choices. For an efficient and cost-effective transportation solution, don’t hesitate to consider GetTransport.com. It’s your ticket to smoother logistics and delivery experiences!