COVID-19 impact on fulfillment

June 16, 2020 by
Sanne Leenders

The resounding message to stopping the spread of COVID-19 is to limit contact with people. This effort is impacting the fulfillment and delivery of large shipments according to Convey.

The fulfillment time for freight packages increased with 433% in May. The time increased to 75.2 hours on average from 14.1 hours in April. Freight items are large items or a collection of boxes shipped on one pallet, moving as a group. The fulfillment time is the length of time from when a shopper purchases a product to when the order is picked up by the carrier for delivery.

On-time deliveries

In May, the shipment volume increased with 49% year over year. However, this is less than the 60% increase which happened in April. Overall, on-time deliveries decreased from 79% in April to 75% of orders delivered on time in May. On-time deliveries for freight shipments decreased as well. In April, 71% of freight shipments were delivered on time. This percentage decreased to 66% in May.

The biggest decline in on-time deliveries was at UPS. The on-time rates at UPS dipped from 81% in April to 75% in May. In addition, FedEx also experienced a slight dip from 77% in April to 75% in May.

Negative customer feedback

Negative feedback among customers has also increased. 41% of customers reported that they had a negative delivery experience in May, compared to 33% in April. However, proactive communication about delivery issues have helped the decrease of negative customer feedback.

In addition, Convey explains that 49% of consumers would abandon their cart simply due to a mismatch between their expectations for the delivery date and the actual delivery date. On the other hand, 60% of shoppers are willing to give retailers 3-4 additional days to ship their orders.

Tagged with:
Top crossmenu

By continuing to use the site, you agree to the use of cookies. more information

The cookie settings on this website are set to "allow cookies" to give you the best browsing experience possible. If you continue to use this website without changing your cookie settings or you click "Accept" below then you are consenting to this.