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A bad customer experience is worse than shipping delays, say 76% of Americans

  • New Mitto research indicates that a majority (55%) of consumers have canceled a delayed shipment due to a poor customer experience;
  • 91% of respondents said that a good customer experience makes waiting for a product bearable;
  • 93% of Americans are more likely to be patient with shipping delays with a brand they already associate with good customer service

ZURICH, April 4, 2022 /PRNewswire/ — mitto, a leading provider of global omnichannel communications solutions, today announced the results of its survey of the sentiments of 1,000 Americans regarding the impact of customer experience on tolerance for shipping delays. He found that even if consumers don’t have much patience for shipping delays, they are more empathetic and likely to stay loyal to brands that have an established record of positive customer experiences.

Over the past year, 80% of respondents said they had experienced at least one delivery delay. A majority (55%) of consumers canceled a delayed shipment due to a poor customer experience. And when asked if bad CX or product delay was worse, more than three-quarters (76%) of respondents indicated bad CX.

The value of a good CX before and during delays

However, the overwhelming majority of respondents believe that good CX can catch up: 91% of respondents said good CX makes waiting for a product bearable. Further emphasizing the value of building a good customer experience during times when brands are facing a myriad of external factors such as supply chain issues, almost all (93%) of respondents said they were more likely to be patient with delivery delays with a brand they already associate with a good customer. service.

“Our research reveals how important it is to establish a good customer experience not just in these tumultuous times where supply chain disruptions lead to shipping delays, but every day of the year,” said declared Andrea Giacomini, CEO of Mitto. “Brands must prioritize ways to communicate effectively with customers during quiet times to not only gain trust and loyalty, but also proactively set up the relationship for continued success when uncontrollable elements arise. “

The state of CX and how brands can improve

Not all brands currently offer a positive CX, as 61% of respondents said that for every shipping delay they experience, the customer experience is poor at least 20% of the time. Less than half (44%) of respondents think brands are trying to provide better customer service to make up for their late shipment. In fact, 14% said CX was worse.

This falls short of the expectations of most US consumers, 79% of whom said they expect to receive Continued an attentive customer experience in the event of an interruption of his order. But the survey provided key opportunities brands should consider to meet the needs of US customers:

Most consumers (60%) say they want a brand to contact them personally if their shipment has been delayed by just 1-2 days. Almost all (82%) expect this treatment if the delay is more than two weeks.

When sharing communications about a shipping delay, respondents indicated that they would like brands to:

    • Send follow-up text messages with regular updates (62%)
    • Contact them in a timely manner (57%)
    • Send personalized messages from a bot (51%)

Survey Methodology: These findings are based on a Pollfish survey of 1,000 Americans ages 18 and older. The investigation took place on March 9, 2022.

About Mitto:
Mitto is a leading provider of global omnichannel communications solutions, supporting business growth through advanced customer engagement technology and messaging enablement. Offering easy-to-integrate SMS, voice and chat APIs, next-gen business messaging and end-to-end phone number management, Mitto’s platform ensures the world’s biggest brands and MNOs are ready for what’s next. Follow Mitto on Twitter: @mittoglobal

Media Contact: [email protected]