Veho recently conducted a research study with over 1000 US customers to learn about their evolving expectations this Peak Season. The takeaway? Holiday expectations are higher than ever. Check out our key takeaways about Evolving Customer Expectatons in 2024.

Here are a few expectation stats to consider:

- The top holiday shopping pain point among consumers in 2024 is packages getting lost or delayed, with 30% citing it as a major concern. 

- Almost half (46.4%) of consumers say they have had a package lost or never received in the last two years.

- 93% of consumers have experienced late deliveries in the last two years. 

Delivery Speed and Flexibility

Consumers have come to expect quick and flexible delivery options. According to recent data, 90% of consumers now view two-day delivery as the norm. Consumers are willing to wait two fewer days for delivery this year in comparison to last year. This shift in expectations raises the bar for retailers and logistics providers. If a brand cannot meet these expectations…they risk losing customers to competitors who can.

Flexibility in delivery options is also no longer a luxury–but a necessity. Consumers expect the ability to adjust their delivery preferences, even during the process itself. Whether changing a delivery address or opting for a different delivery time, this level of flexibility can be a significant differentiator, helping brands stand out in a crowded market.

The Cost of a Negative vs. Positive Delivery Experience

With expectations shifting, the stakes are higher than ever. 77% of customers are less likely to shop with a brand after a negative delivery experience and 65% will stop purchasing from a brand altogether based on a negative delivery experience.

But if you get it right, the upside is tremendous. 90% of customers say they will repurchase from a brand based on a positive delivery experience. 

76% of consumers say they will recommend a brand to others based on their delivery experience. And shippers see this correlation too– exceptional delivery experiences contribute to a +15.3% in Net Promoter Score (NPS) from satisfied customers. 

These numbers are impossible to ignore. Driving an excellent customer delivery experience during peak season is more important than ever, and the right approach can significantly impact top-line revenue. Getting it right–especially during the holiday season when customer expectations are at their highest–can prevent brands from losing high value customers and help them gain entire villages of net promoters.