New courier study shows that U.S. Western States have low threshold for late deliveries

Recent research conducted by the national courier, Dropoff suggests that consumers on the U.S. west coast and western states are far more demanding than those living elsewhere in the country. They want it yesterday…if not sooner.

By ·

Here in San Francisco, we’ve come to regard talk about “a New York Minute” as strictly passé. Now comes news from a prominent national courier confirming what we knew all along: U.S. Pacific Rim consumers have little patience for late deliveries. 

Recent research conducted by the national courier, suggests that consumers on the U.S. west coast and western states are far more demanding than those living elsewhere in the country.  They want it yesterday…if not sooner.

Dropoff just released the findings of its annual consumer survey on delivery and retail trends, noting that there’s a huge “expectations gap” between what products consumers want delivered same-day and what products they actually receive same-day.

The West’s biggest expectation gap was for healthcare products, including prescriptions, medication, and medical devices or supplies (53% of consumers in the West want same-day delivery for healthcare products vs. only 5% that received same-day healthcare products). They also had the highest expectations gap when looking across all 15 different product categories in the study compared to other regions in the U.S.

Furthermore, West consumers are 9.5% more likely to expect companies to have “much faster” delivery times than the previous year (46% West vs. 42% non-West). They are also 14% more likely to abandon an online purchase because of slow delivery time (58% West vs. 51% non-West).

“This marks our third annual consumer survey, and every year we find there are slight differences between what various consumer segments want and expect from their delivery experiences,” said Dropoff CEO Sean Spector in an interview.

He added that early tech adopters, for instance, are more likely to abandon an online purchase if the delivery options aren’t fast enough (60% of early tech adopters versus 51% non-early tech adopters).

“Given these differences between stand-out consumer segments, we wanted to further explore other segments that might be expecting or experiencing delivery in a unique way, too,” said Spector.

Finally, U.S. consumers in the West fared better than other regions for delivery problems (late, missing, damaged, etc.) but are still 13% more likely to have had packages go missing compared to other regions.

Now wait just a minute….

About the Author

Patrick Burnson, Executive Editor
Patrick Burnson is executive editor for Logistics Management and Supply Chain Management Review magazines and web sites. Patrick is a widely-published writer and editor who has spent most of his career covering international trade, global logistics, and supply chain management. He lives and works in San Francisco, providing readers with a Pacific Rim perspective on industry trends and forecasts. You can reach him directly at [ protected]

Subscribe to Logistics Management Magazine!

Subscribe today. It's FREE!
Get timely insider information that you can use to better manage your entire logistics operation.

Article Topics

E-commerce · Logistics · Transportation · All Topics
Latest Whitepaper
Is It Time For a New Network Strategy?
A successful supply chain network design gives companies a competitive advantage, pinpoints ways to significantly reduce costs, improves service levels, reduces overall cycle times, streamlines all processes and systems used, and more.
Download Today!
From the May 2019 Logistics Management Magazine
May is our Technology Issue, and we’ve devoted the majority of our pages this month to the evolution of the technology toolbox that’s now within our grasp.
The Digital Supply Chain Takes Shape
Top 30 U.S. Ports 2019: Trade tensions determine where cargo goes next
View More From this Issue
Subscribe to Our Email Newsletter
Sign up today to receive our FREE, weekly newsletter!
Latest Webcast
Technology Roundtable: Are you ready for what’s next?
In this webcast LM's group editorial director Michael Levans gathers four top supply chain management technology analysts to discuss how some of the hottest software and technologies is helping logistics and supply chain management professionals streamline their operations to meet the pressing demands of digital commerce and manage through the tightest labor market in a generation.
Register Today!
35th Annual Salary Survey: Compensation matters more than ever
While job satisfaction remains the primary reason for today’s logistics managers to stay with one...
2019 Rate Outlook: Pressure Builds
In 2019, the world economy will enter a third straight year of broad-based growth, but many...

2019 Transportation Management Systems (TMS) Market Update: Keeping pace with the times
The transportation management systems market is growing right along with the number of challenges...
The Logistics News that Shaped 2018
Every year at this time, group news editor Jeff Berman combs through the mountain of news that was...