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E‐Commerce » Tips & Facts, Best Practice | 16.02.2016

How to fine tune your delivery service to avoid negative feedback

Surveys show that negative feedback reaches twice the amount of people than positive feedback does. Customers are more likely to talk about a negative experience than a positive one, so it is critical that e-commerce stores aim to ensure the happiness of every customer. There are many areas where problems can crop up for customers, but delivery is a major one. Here are some of the ways you can troubleshoot these issues.

1. Avoid excessive delivery costs

A high price for delivery can be a shock to a customer, who will have already marked up a price in their head when they are adding to their basket. If they really want to buy the items then they may continue with the transaction, however many may abandon their shopping carts if the delivery charge is too much. High delivery charges can sour an otherwise positive shopping experience, and as delivery is such a vital component of the e-commerce process, this makes it more likely that they will leave negative feedback. Try to keep shipping costs at a minimum, saving your customers money on the other side.

2. Choose a good courier service

Don't go for the cheapest courier company to transport your goods. The cheaper the company, the more likely it is that they are not providing a great service. Customers who don't receive goods, can't reach the courier or are lied to about deliveries being attempted are far less likely to use your company again, even if none of this is directly your fault. Choose a better fulfilment company and make saving in other areas so that you don't have to raise the delivery costs.

3. Package items carefully

Even if you choose a great courier company to fulfil orders, accidents can happen during shipping. If something is damaged during the transit, it many not have anything to do with your company but it is you who will receive the negative feedback. Make sure the items are packaged carefully, using fragile tape, so that even is they are dropped or squashed they will not be damaged. Some companies also find that adding little notes and gifts to their orders greatly improves customer satisfaction.