U.S. consumers have a love/hate relationship with online retail giant Amazon.com, with nearly a quarter saying they buy from Amazon despite having negative feelings about the company's impact on retail and the environment, according to a recent survey by logistics technology firm Convey.
The Austin, Texas-based company surveyed 2,000 U.S. consumers and found that one in four have negative feelings about Amazon's impact on the retail industry and the environment, and that two out of three would consider abandoning Amazon if it weren't for free shipping. The survey also found that package theft remains consumers' greatest concern when it comes to delivery.
Key survey findings, according the researchers, include:
"Retailers know that the delivery experience is a critical piece of the e-commerce puzzle, and this survey proves just how important it really is," Kirsten Newbold-Knipp, Convey's chief growth officer, said in a statement announcing the findings February 5. "This groundbreaking study shows how a positive delivery experience translates into loyalty and sales-and can even overcome negative perceptions about a brand. In 2020, retailers need to pay careful attention to delivery, not just speed and cost, but also keeping their shipping promises and proactively communicating along the way."