Survey Reveals U.S. Consumers are Dissatisfied with Delivery Experiences and have Low Trust in Crowdsourced, Peer-to-Peer Delivery

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Retailers should look to more professional services to solve their last-mile delivery challenges and satisfy customers, as shown by Dropoff study


Consumers have shown they don’t want to sacrifice quality for speed, and we believe they shouldn’t have to.

As retailers have increasingly looked to the sharing economy to meet sky-rocketing expectations for same-day delivery, trust in peer-to-peer delivery remains low and quality continues to drop. New data from a survey released by delivery industry leader Dropoff, shows only 14% of U.S. consumers trust crowdsourced, peer-to-peer delivery services; and 75% of consumers want a more professional delivery service (up from 72% in 2017). These findings follow a reported decline in the quality of service over the last year:

78% had packages arrive late (70% in 2017)
56% had packaging arrive damaged (42% in 2017)
41% had items arrive damaged (34% in 2017)
36% received incorrect items (31% in 2017)
31% had missing packages (25% in 2017)

Delivery mishaps hurt retailers. 57% of consumers say unprofessional delivery affects whether they would shop from that retailer again.

At the same time, expectations for same-day delivery are on the rise: 43% of U.S. consumers expect companies to have ‘much faster delivery times’ than they did a year ago and almost one-third feel frustrated when same-day delivery isn’t an option at checkout. While 24% say they are willing to pay extra for faster delivery, 47% report actually having paid extra for either same day or next day delivery. Among respondents, same-day delivery was the fastest growing expedited delivery option in the past year, with nearly two times as many saying they took advantage of it in the last 12 months versus the year prior.

In an age when Amazon accounts for half* of all ecommerce sales, and peer-to-peer delivery services provide mediocre customer experiences, retailers are turning to Dropoff for a reliable and professional same-day delivery option to satisfy their shoppers. They are on the right track; 65% of Amazon shoppers say they are willing to shop with other retailers if those retailers offer the same delivery options.

“Consumers have shown they don’t want to sacrifice quality for speed, and we believe they shouldn’t have to,” said Sean Spector, CEO of Dropoff. “We work tirelessly to be the most reliable, professional same-day delivery service available, which enables consumers to focus on our retail partners and their products rather than the delivery experience.”

Last mile delivery service can be a logistical nightmare for many retailers, often draining the company’s resources. Partnering with Dropoff as a third-party delivery service has been the answer for thousands of businesses around the country.

Retailers should expect delivery partners to act as extensions of their business and reflect their values from customer purchase all the way through delivery. Dropoff has taken an innovative approach to same-day delivery with professional, trusted delivery drivers, 24/7 customer support and technology-backed last-mile solutions both retailers and customers can rely on.

Dropoff works with leading brands across many industries relying on last mile delivery to get items into the hands of their customers quickly and professionally, including Whole Foods, Susie Cakes, Neiman Marcus, Sam’s Club, Ikea, Farfetch and Sprinkles Cupcakes.

About Dropoff:

Dropoff has become the first national brand to modernize the standards of same-day delivery by offering businesses a superior experience built on convenience, reliability and unmatched customer service. Through innovative technology and trusted, professional delivery drivers, Dropoff seamlessly becomes an extension of any business and a true logistics partner. From real-time tracking and confirmations, transparent pricing, flexible delivery options, and feature-rich APIs, Dropoff offers businesses the same-day delivery solutions they need to satisfy customers and achieve their goals. For more information about Dropoff, visit

Survey Methodology:

995 US adults were surveyed in February 2018. They were asked a series of questions about their retail shopping and delivery expectations. The survey was completed by Survey Monkey, a leader in quantitative research.

*Source: Multi-Channel Merchant Report (MCM Outlook report)

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Jaime Moore
Greenbrier Partners
+1 970.319.1128
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