Last week on Happy Customer we discussed the concept of Order Life Cycle. This week, we’ll hone in on the first half of that cycle: Delivery. And not just speed, but how retailers go about setting expectations for the timing of those deliveries.
In addition to various speed metrics around fulfillment and transit of packages, StellaService Analysts collect and compile data regarding how retailers set delivery expectations. After placing orders, analysts evaluate communications sent to determine whether or not retailers provide delivery estimates. From there, they can be categorized as Specific Date or Date Range Estimates, and each order placed is measured against the provided estimate to determine accuracy and timeliness.
After placing tens of thousands of orders over the years, we’ve seen it all. Delivery estimates from online retailers come in many shapes and sizes:
- “You will receive your item in 4-7 business days”
- “Estimated Delivery: 7/28-8/2”
- “Your item will …