According to the software developer ShipMatrix, on-time delivery rates for UPS ground packages in the US fell to 91% the week of Cyber Monday, 30th november-6th December. Down from 97% during the same period of 2014.
But UPS is far from alone Internet Retailer reports. According to a new survey of more than 130,000 consumers, conducted by BizRate Insights, the on-time delivery rates is clearly falling in December.
Digital Gift Cards Gains Ground
Bizrate do not name any online retailers or their shipping carriers in the survey but on the 1st of December, 93.5% of online orders were delivered on time. Ten days later, on the 10th of December, that number had dropped to 91.5%.
– On-time delivery is quite important to maintaining customer loyalty, especially when there is a holiday or event deadline. The two percentage point drop that we see across this 10-day period alone equates to tens of thousands disappointed gift buyers, says Hayley Silver, vice president, Bizrate Insights.
At the same time a separate study shows that consumers are much more open to digital gift cards, which require no shipping. According to InComm 76% of consumers say they will buy at least one digital gift card this holiday season.