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How Transport Packaging Influences Customer Attitude

Nov. 5, 2014
Damaged or delayed products push customers away from retailers and to their competitors.

Twenty-three hours is the average amount of time Americans think is acceptable for processing their online order for shipment, according to new data from the Sealed Air 2014 Packaging for e-Commerce Success survey, conducted online by Harris Poll on behalf of Sealed Air.  What’s more, the ability of that packaging to protect the customer’s merchandise is viewed as an indicator of how much a retailer cares about that customer and the environment.

Fifty-eight percent of those taking this survey indicated that if they receive a damaged or broken product from an online order, they would either consider purchasing from a competitor or would not purchase from that retailer again. A full 78 percent of Americans think their orders should be packaged and processed for shipment within 24 hours after their online purchase. The survey was conducted in August among over 2,000 U.S. adults (aged 18+).

“In order to gain an edge in the world of e-Commerce, retailers should be looking at every step of the online customer experience, and a key part of that is packaging and online order fulfillment,” said Ken Chrisman, president, Product Care Division of Sealed Air. “With competition heating up in the retail industry, companies can differentiate themselves through better packaging solutions that enhance the customer’s experience with their products and even drive repeat business and positive retailer reputations.”

According to the survey findings, packaging plays the following role in consumers’ perceptions of their online orders:

  • Tells them how much the retailer cares about them and their order (66 percent)
  • Reflects the value of the shipment – the better the packaging, the better the product inside (48 percent)
  • This viewpoint is more prevalent in younger purchasers – those ages 18 to 34 years (59 percent) are more likely to say this than those age 35+ (44 percent)
  • Reflects a retailer’s environmental commitment (34 percent)

The role of packaging is actually increasing, likely driven by the rapid growth of global e-Commerce. Nearly seven in 10 (68 percent) Americans say they are more conscious of packaging materials and design today than they were five years ago. Along with the rise in e-Commerce, environmentally-friendly packaging has been in the forefront of many consumers’ minds. According to the survey findings, 94 percent of Americans believe there are environmentally-friendly packaging solutions, and 77 percent say that a company’s packaging should reflect their environmental values.

Consumers have varying views on what constitutes environmentally-friendly packaging. More than three quarters (78 percent) say it can be easily recycled or made from recycled materials (75 percent); 63 percent believe it can be reused for other shipments; 55 percent say it biodegrades or composts; and 31 percent believe it prevents them from having to return a damaged product.

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