Amazon Delivery Service Continues to Impress Consumers

More than half rate service as excellent

November 15, 2017

Amazon's delivery service once again outranked other ecommerce platforms in a survey of digital buyers in the US and Europe.

MetaPack, an ecommerce solutions provider, found that 54% of shoppers rated Amazon's delivery service as excellent, well above the service offered by brands, retailers and online marketplaces.

Amazon's "excellent" ranking edged down 2 percentage points from the year-earlier MetaPack survey, while brands saw a significant gain, increasing 10 percentage points year over year.

The survey, which included consumers in the US, UK and five European markets, focused on a variety of attitudes and preferences associated with online retail. Perhaps most surprising was the finding that 90% of surveyed shoppers said they typically track the delivery status of their online orders.

Meanwhile, consumers' preference for home delivery eased a bit. The number of shoppers who said they used home delivery slipped to 82%, compared with 92% a year ago. As an alternative, 44% said they had used options such as collect in-store, while 19% had arranged for delivery to the workplace. Just over one in 10 said they had deliveries sent to a locker.

While the vast majority of shoppers rated delivery services as excellent or good, there were still plenty of complaints. Specifically, 39% said they had complained to an ecommerce provider about a delayed delivery. Of these, more than two two-thirds received a refund or a voucher as compensation.

With the holidays approaching, delivery speed is increasingly top of mind for consumers. An Astound Commerce survey from September found that 66% of US digital buyers said that delivery speed was a factor in choosing a particular retailer.