We’ve come a long way from the early days of e-commerce. For many customers, however, online shopping still doesn’t hit the same as walking into a store. Delivery management software can close that gap.
According to Locate2u’s latest survey, there’s still a trust gap between buying online and buying in person.
People want convenience, sure, but they also want confidence. And many businesses are still failing to deliver on that expectation.
Let’s unpack that.
Why some still prefer in-store shopping
When asked whether they trust online purchases as much as in-store ones, a surprising number of customers said no.
Even with fast delivery, free returns, and flashy websites designed for a seamless user experience, people are still hesitant.
Why? Because they’ve been burned before.
A wrong item. A missing parcel. Or worse, zero updates until the package magically shows up (or worse, doesn’t show up at all…) Just one such incident can break a customer’s trust in your brand.
Trust in delivery is make or break
In our survey, we also asked customers what factors make them hesitate to shop online. The biggest reason was (not surprisingly) a lack of trust in delivery.
Customers are often left asking themselves:
- Will it arrive on time?
- Will I get updates if there is a delay?
- Will someone actually deliver it to me?
- Or will they leave it at a random gate in the rain?
That’s the fear. And it’s why even the best product pages can’t convert without solid logistics behind them.
So, what would convince more people to shop online?
The results of our survey spelled it out: people want reliable delivery, clear communication, and transparency. Not just about when the item will ship but about the whole process.
They want:
- Delivery guarantees.
- Real-time tracking.
- Proof of delivery.
- And support.
Basically, they want what Locate2u’s software already helps businesses offer.
READ: What Customers Really Want From Delivery (Hint: It’s Not Just Speed)
Delivery management software to the rescue
If you’re losing customers at checkout, it’s probably not your website but rather your logistics. Locate2u helps close that trust gap by giving businesses:
- Driver location sharing.
- Live tracking and accurate ETAs.
- Automated SMS or email updates.
- Proof of delivery (photos, signatures, etc).
- A delivery experience customers actually trust.
No customer wants to chase down their order, especially not after spending hard-earned money on a birthday gift. And it’s even worse when they’re already overwhelmed by the demands of work, family, and life.
Closing the online shopping gap
Write this down: E-commerce doesn’t end at checkout.. If the delivery experience sucks, people won’t come back. It really is as simple as that.
And the one guaranteed way to keep customers coming back is to focus on providing the best delivery experience you can possibly give.
It’s possible (and easy) to do with the right delivery management software.
Real-time tracking, for example, provides transparency, accuracy, and speed. Those factors influence how customers perceive your brand.
And missed deliveries could hurt your brand more than you realize. Because your customers will remember when you’re late.
If they chose a 10–12am delivery window, they expect their delivery at 10:05, not 12:30. Unfortunately, missed deliveries don’t show up neatly on a balance sheet. That’s why you need software to make it efficient.
READ: The Real Cost of Missed Deliveries (And How to Avoid It)
The brands that win are the ones that deliver what they promise, keeping customers in the loop from the moment they click ‘buy’ to the second the parcel lands on their doorstep.
About the author
Cheryl has contributed to various international publications, with a fervor for data and technology. She explores the intersection of emerging tech trends with logistics, focusing on how digital innovations are reshaping industries on a global scale. When she's not dissecting the latest developments in AI-driven innovation and digital solutions, Cheryl can be found gaming, kickboxing, or navigating the novel niches of consumer gadgetry.
