Consumers Fret Over Gift Deliveries

Gifts being tossed carelessly onto porches. Gifts being damaged in transit. Gifts being stolen. Customers have a lot of worries about gift deliveries, but the biggest one of all is that the gift won't arrive on time.

A 2018 survey by Dropoff, a same-day and last-mile delivery service, found that 91% of US gift buyers who purchased gifts that needed to be delivered were worried about late delivery—surpassing all other concerns. 

The study found that same-day delivery service helps alleviate consumer concerns about gifts arriving on time. Fully 51% of respondents said they’re more likely to purchase a gift from a retailer that offers same-day service. Roughly one-third said they’ve done so within the past year.

Although there’s extra cost involved with having a package delivered the same day, some don’t mind paying more to guarantee on-the-day arrival. Indeed, younger consumers (ages 18 to 36) and luxury shoppers, defined in the study as those who shop at Nordstrom or Neiman Marcus, were 118% and 115% more likely to pay extra for same-day shipping, respectively.

With Amazon and Walmart dueling to offer ever more comprehensive delivery options, other retailers have enhanced their own services. According to a BRP (Boston Retail Partners) study, 51% of retailers in North America offered same-day delivery in 2017, compared with just 16% in 2016.

Offering same-day shipping has also been found to inspire loyalty, a benefit that can last beyond the holiday rush. A survey conducted by Forrester ConsForrester Consultingulting for American Express found that same-day delivery was the top feature for driving loyalty.