There’s a growing divide between consumer delivery expectations and current options, with 90% of Australians abandoning a cart due to high shipping costs and 64% saying lack of security was a purchase deterrent, new research commissioned by Hubbed has revealed.
Returns are also a factor given that almost three quarters (71%) of shoppers say they have returned an item they have bought online.
Hubbed’s Pick-Up Drop-Off (PUDO) model provides retailers, carriers and consumers with an alternative to traditional home delivery model. Its proprietary technology is customer agnostic and integrates with carriers, aggregators, marketplaces and other ecommerce platforms.
Hubbed’s PUDO network enables customers to receive parcels from a designated collection point across more than 2,200 convenient locations nationally, including outlets such as local BP service stations, National Storage and independent retailers.
Hubbed founder and CEO, David McLean said the survey highlighted a missed sales opportunity.
“Consumers are demanding more convenient, secure and sustainable delivery and return choices. For retailers, the message is clear: If you want to enhance the customer experience, negate cart abandonment, and generate repeat purchases, you must provide consumers with greater choice and control,” McLean said.
“There are typically around eight ways consumers can pay online. But most retailers only offer two ways to deliver and return items – fast or slow. It’s time for all retailers, both big and small, to offer a more nuanced and sophisticated delivery option that exceeds customer expectations.”
More than two-thirds (68%) of people stated it would be far more convenient to pick up their parcel from somewhere close to home, at a time that suits them, and 61% would prefer to return a purchase via a PUDO point rather than wait for a courier (22%) or drop off instore (17%).
“We’re committed to levelling the playing field between pure-play ecommerce sites and their bricks and mortar competitors by ensuring everyone has access to omnichannel click and collect. Click and collect is pivotal to the shopping experience, and it’s a choice Hubbed enables every retailer to provide to their customers,” McLean said.
“Retailers are missing out on sales because consumers don’t feel they have a safe place at home for parcels to be delivered, and they aren’t making as many purchases if they can’t sign for it. Our PUDO network solves this pain point as it’s local, and consumers can trust their parcel will be kept securely on their behalf.”
“The retail industry has evolved considerably regarding how customers can pay for their purchase. Now, we must address the other option customers have at checkout: where and how you want your shopping delivered to, and how you can return it.”