CommerceHub surveyed consumers of various age groups across the United States to gauge consumer confidence in the current supply chain landscape amidst the Coronavirus disease (COVID-19) disruptions and their changing shopping habits. Over 1,500 respondents participated in this survey over the course of two days.
Some highlights from the report entail:
· Consumers look to move their essential items shopping to online post-COVID-19.
· As Amazon delivery timeframes continue to get pushed out, Prime subscribers still don’t trust that orders will be delivered on-time.
· Out-of-stocks are still happening.
· Curbside delivery is here to stay.
· Home delivery is still the safest option during COVID-19.
Consumers look to move their essential items shopping to online post COVID-19
Retailers that can rely on their digital supply chain and drop-ship model are able to take the products they have and work with their suppliers to diversify and distribute their inventory. This helps ensure products that customers deem essential can be reliably delivered to them in a safe way that meets their expectations.
“Before March 2020, retailers and brands viewed supply chain diversification as a competitive differentiator—a valuable and proactive move, but not urgent. In fact, only 43% of respondents said that they preferred to shop online for essential items. But, given how the demand for certain items has played out, 69% said they’d be more willing to subscribe to a delivery service for essential items following the pandemic. As we have seen retailers work their way into a new normal, a diversified supply chain is no longer a bottom-line booster, but a competency needed to survive,” says Frank Poore, founder and CEO, CommerceHub.
Curbside pickup is here to stay
Because convenience plays a large role in customer satisfaction and now safety too, retailers need to adjust quickly. Providing more ways for contactless shopping gives physical stores the ability to provide what a customer needs quickly while reducing shipping costs and increasing brand loyalty.
Out-of-stocks are still happening
As consumer demand for certain product categories has increased, retailers are being put to the test having to find new ways to quickly fill supply gaps by tapping into a broader and more diverse drop-ship network than they are currently supporting.
“As consumer demand for certain product categories has increased, for example, lawn and garden products, DIY home projects and outdoor recreation, retailers are being put to the test having to find new ways to quickly fill supply gaps by tapping into a broader and more diverse network than they are currently supporting. Out-of-stocks stir agitation and causes stress for consumers, it is something that retailers can easily avoid with the right approach,” says Poore. “Today, 75% of people said that they have searched for an item to purchase online, only to find that it was out of stock. By tapping into digital inventory and executing on proper resource planning and logistics execution, retailers could potentially have no sell outs at all, enabling them to keep customers happy and maintain their brand promise.”
Home delivery is still the safest option during COVID-19 crisis
E-commerce is being tested in ways never imagined. Retailers need to find ways to keep up with shifting demand and an accelerated boost in online sales as well as ensure delivery promises are fulfilled to keep the customer experience intact.