If shopping from the comfort of home used to be enough of an argument to convince the general public to order online, this is no longer the case. According to a recent OpinionWay survey for La Retail Tech, customers expect brands (including cosmetics) to offer a fast, seamless shopping experience.
To carry out this survey, 1027 people were questioned between November 6 and 7, 2024.
When shopping on the Internet, respondents expect:
• Low delivery costs (92%)
• Flexible return and exchange policy (87%)
• Real-time delivery tracking (81%)
• Fast delivery (80%)
• The choice of delivery day (90%)
• Planet-friendly delivery methods (59%)
The panellists confide that they would like to be offered certain options when validating their orders, such as:
• Real-time parcel tracking
• Flexible delivery (possibility of choosing date and time, changing address during delivery)
• The possibility of making a return and tracking the progress of the refund without complicated procedures
• Loyalty programs or rewards for more sustainable delivery choices
• Eco-friendly or reusable packaging to reduce delivery waste
• The possibility of using augmented reality to check product compatibility
• Ultra-fast delivery (less than 30 minutes in some cities)
Of all these options, OpinionWay insists that the first two are eagerly awaited by consumers.
