Trust in peer-to-peer and crowdsourced delivery is low, with only 14% of consumer trusting these methods. Yet, the speed and quality of delivery expectations are rapidly growing at a pace that traditional delivery services may not be able to keep up with.
According to Dropoff's third annual survey on how consumer expectations on delivery reveals that 43% of consumers expect companies to have "much faster delivery times" than last year, up from 35% in the 2017 survey.
And of those expectations, 75% of respondents want a professional delivery service, up from 72%, rather than a peer-to-peer one. In fact, only 14% of consumers trust Uber, Postmates or Deliv to deliver their packages, up slightly from 13% last year.
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So why the mistrust? Survey results show that a decline in delivery quality may be responsible for the consumer opinion. Of those surveyed, 36% have received incorrect items (up from 31% in 2017); 41% have received damaged items (up from 34%); 78% have gotten packages late (up from 70%); and 31% have had a package gone missing (up from 25%). This unprofessional behavior can make or break a future consumer, as 57% of those surveyed said an unprofessional delivery affects whether they would shop from the retailer again.
In addition, consumers are willing to pay for this top professionalism. Almost half, 47%, of consumers have paid extra for same day or next day delivery and 65% say they want the same fast delivery options as Amazon or are willing to shop elsewhere.