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Europe

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Poland
Sweden
United Kingdom
Spain

Offering an excellent delivery experience is key to ecommerce, research by Elavon has shown.

When we questioned more than 1,000 adults across the UK, two thirds (66%) of those who answered said that free returns, labels and packaging would encourage them to shop online. A similar proportion (61%) said reliable delivery was a key reason to encourage online shopping. 

Respondents were also keen for same-day delivery (42%), returns collected from their house (39%) and a wider range of delivery slots (28%).

James King, Head of Professional Services Europe, said: “This really underlines how important it is for you, as an ecommerce business, to develop an excellent relationship with a delivery firm.

“We also see younger shoppers keen for same-day delivery, while a sizeable minority of all shoppers also like that availability. Something to consider to help you compete with the high street or an edge over your competitors.

“We know people are tightening their belts because of the economic situation so you’ve got to work even harder to win over customers.”

Well-designed website will win customers

Our research also shows the importance of the design and writing on your website. Almost a third (30%) of shoppers said more detailed descriptions would encourage them to shop online, and more than a quarter (28%) say better images would motivate them to shop online.

“This really speaks to the quality of your ecommerce product, whether that’s a website, app or other channel,” says James. “Make sure your descriptions are fair and accurate, but also to the point. 

“We know the main driver to a physical shop is the ability to see and even handle a product before purchasing. If you only sell online, this isn’t necessarily possible so the images and associated description are key selling points. 

“Consider also including video of your products being used. This could be particularly helpful if what you’re selling is complicated to use or set up.

“And while augmented reality might sound technical, it could simply be showing customers what your product, whether that’s a pair of glasses or art, will look like in their own space.” 

 

Know your customer

Meanwhile, 18% of shoppers said free product samples would encourage them to shop online. This figure rose to 24% for women in particular. Something to consider if you stock items that are easy and cost effective to send out and/or you are trying to appeal to a particular customer. 

And James pointed out that buy now pay later (BNPL), offered by the likes of Klarna and PayPal, is growing in popularity and awareness.

“Not only is adding BNPL to your ecommerce site making your business more attractive, we know it encourages shoppers to spend more with you,” said James. 

“The ability to spread the cost of big ticket items across several months, potentially without any additional expense, is a real draw to shoppers.”

Knowing and understanding what your customers want and need gives you an edge. At Elavon, we continue to research and add to our already considerable expertise, so we understand how best to help you, our customers and partners. 

Combine that knowledge with your own experience, coupled with the data you can pull from our payments packages, and you’ve got a winning combination.

Thinking about how to apply all this to your payments plan? Considering expanding or adding a physical store to your online business? Whatever your question, talk to us

Source: Yonder conducted an online sample of 1,103 UK adults 18+ between 8 -  14 March 2023. Data is weighted to be representative of the population of the UK. Targets for quotas and weights are taken from the PAMCO survey, a random probability survey conducted annually with 35,000 adults. Yonder is a founding member of the British Polling Council and abides by its rules.

Which, if any, of the following would encourage you to shop online? Table has been rebased to exclude those who answered don’t know.

Reliable delivery

61%

Free returns labels and packaging

66%

Returns collected from house

39%

Same day delivery

42%

Wider range of delivery slots

29%

More detailed descriptions

30%

More detailed images (zoom, rotation, 360')

28%

Optional send out of samples (perfumes/ wallpaper)

18%

Video of products being used

17%

Buy now, pay later options (e.g. Klarna, Laybuy)

16%

Ability to contact instore assistants online

12%

Improved recommendations of products

12%

Augmented Reality (seeing how products would look in your home/on your person)

10%

Other

4%

Reliable delivery

61%

Free returns labels and packaging

66%

Returns collected from house

39%

Same day delivery

42%

Wider range of delivery slots

29%

More detailed descriptions

30%

More detailed images (zoom, rotation, 360')

28%

Optional send out of samples (perfumes/ wallpaper)

18%

Video of products being used

17%

Buy now, pay later options (e.g. Klarna, Laybuy)

16%

Ability to contact instore assistants online

12%

Improved recommendations of products

12%

Augmented Reality (seeing how products would look in your home/on your person)

10%

Other

4%

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