Report: Shipping options influence Gen Z consumers

Dean Blake

3rd Oct 2018

E-commerce retailers risk losing Gen Z customers by not providing sufficient shipping options, according to a new report from Neopost Shipping.

Sixty per cent of survey respondents in the Gen Z demographic said they would close a shopping cart if shipping costs were too high, and 29 per cent said they would do so because of inconvenient or slow shipping.

“There is a clear opportunity for businesses who are looking to capture the savvy Gen Z customer to meet these needs and ensure they aren’t missing out on a large chunk of their target market,” Neopost Shipping senior vice president of Americas Matthew Mullen said.

“Only a fifth of e-commerce businesses currently offer alternative shipping options such as hyperlocal and same day delivery in a retail environment where Gen Z shoppers have a strong appetite for speedy deliveries.”

Sixty-two percent of Gen Z respondents said they would be willing to pay for same-day delivery or hyperlocal delivery (between one to three hours), with 71 per cent adding that they would increase their basket size to qualify for free hyperlocal delivery.

Globally, 56 per cent of Gen Z consumers said they wouldn’t purchase from a retailer again if they had a poor shipping experience, while 34 per cent of global Gen Z consumers said they would leave a negative review following a bad shipping experience.

“Shipping is a key element of online shopping so retailers adept at working through its complexity will reap great returns,” Mullen noted.