About the report
“The Last Mile” (the delivery stage) of the online retail customer journey is one of the most fragile components of the e-commerce experience. According to the Australia Post Online Delivery Needs Consumer Report 2011, almost 50 per cent of online shoppers abandon purchases at checkout due to dissatisfaction with the delivery options offered by the website.
Yet therein lies the opportunity. Research sourced within this document shows that enhancing delivery options will improve the customer experience, leading to increased conversion rates and loyalty.
Shipping is often touted as a barrier to the growth of e-commerce in Australia, but that notion is increasingly being dismissed as retailers and suppliers continue to innovate and offer best-in-class delivery mechanisms and methods.