Delivery speeds are a bit like the internet. Go back to the 1960s and tell people that one day they'd be watching films on a small handheld computer whenever they fancied and they'd probably laugh in your face.

Similarly, many of us now expect super-fast shipping times as standard. The world of eCommerce is built on convenience – and part of its promise to customers is that their goods will be with them, pronto.

Next-day delivery? Sure. Same-day delivery? Well, why not? OK, but how about drone delivery or autonomous robot delivery? Admittedly, they're far from widespread – but they're starting to be rolled out and are likely to become more affordable over the next decade or two.

Our point is that people expect speed and reliability from online stores. A study revealed that 73.6% of shoppers see shipping as a key part of their shopping experience – and that 83.5% will abandon a retailer if they have a bad experience.

But it's not just speed and reliability that people expect. They also expect clarity. By clarity, we mean open, transparent communication.

Whether you're a start-up selling pyjamas from your spare room or a mid-sized enterprise cutting deals with suppliers, these expectations apply – and they create work for you. Work that could be spent doing, well… anything else.

This is where third-party logistics (3PL) providers come in. They can help you smash your shipping targets, leaving you with your hands free to work on brand management, product development and all the rest.

But what, exactly, do you need to meet customer expectations about delivery speeds in 2023?

Speed

POV: you're looking for a pair of Chelsea boots. Just looking at the thumbnail makes you salivate. And the description! "Never go out of fashion… Crafted from leather… Longevity… Comfort."

Naturally, you're looking for the best price. And you find it on an independent eCommerce store. Bingo. It's time to shine from the ankles down.

But then you clock the shipping speed. Could you find something better?

Two pieces of bad news for our small webstore. First, there is a better shipping speed that swings it for you. And secondly, the vendor that has this mighty shipping speed is one of the big dogs. It might even be a big dog beginning with "a" and ending in "n".

Our point is that delivery speeds can lose you custom. It's not always possible to go toe to toe with multinational corporations. But you can do all you can to improve your service.

Reliability

One of the worst things you can do as a retailer is overpromise and underdeliver. If your local pie shop offers a free coffee with every steak and kidney pie but is out of pies when you arrive, you're going to feel a little short-changed. You might even mutter words like "unprofessional" and "pain in the neck" under your breath.

So there's no point promising super-fast, competitive shipping speeds if you can't provide them. What you can do is make sure that when you do make a sale, you deliver in both meanings of the word.

Don't court disappointment (and bad reviews) by letting orders slip through the cracks. Match your speed with your reliability and customers are more likely to stick around for seconds.

Clarity

You're ordering a handmade walking stick. It's made from hazel and blackthorn. It has a carved duck's head on top. It's cute. There are three things you want to know before you click "buy":

1. How long will it take for the order to be processed?
2. How long will it take to be shipped?
3. How much will it cost – including shipping?

The fact is that processing time isn't the same as shipping time. The reason Amazon can deliver your spark plug on the day you ordered it is that it just requires someone to pick it off the shelf, pack it and deliver it.

But if you're crafting a product then it'll naturally take longer to process. It's essential to be clear about this so people don't get fidgety while they're waiting.

Similarly, there's a difference between product cost and the combined cost of the product and shipping. If you get to the cart and see that the shipping cost is sky-high, you'll probably look elsewhere. That means one less cart and one less customer.

Clarity breeds trust and trust breeds customer retention. Keeping your customers informed and in the loop is as important as giving them fast, reliable delivery.

One thing that can help you in this area is warehouse management software. This can send out automated notifications to the customer so they're fully aware of their order status.

Honesty

"The best-laid plans of mice and men gang aft agley," said Robert Burns – meaning that no matter how much you prepare, sometimes things just go wrong.

Even if you do everything right at your end, you can't prevent road accidents, gnarly weather or industrial action. All of these can lead to delays – and the crucial thing is to make sure that this doesn't reflect badly on you.

If the postie is on strike, people want to know if they'll be affected and when they can expect to receive their delivery. If you don't know, tell them! Honesty is the best policy when it comes to letting down customers.

So when the worst happens, be proactive and keep your customers in the loop. Oh, and make sure you use your mailing list. A simple note on your website might not be seen by everyone who needs to know.

How we can help

If you want to take shipping to the next level, you need a service that's fast, reliable, clear and honest.

Working with a good 3PL company can help in this department. Partnering with a firm like Stowsafe that will take care of your shipping and inventory management can streamline your process and keep customers coming back for more.

Want to get started? Get in touch with one of our experts today.