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Research
Customer communication in the event of delivery delays
Delivery delays happen, but clear communication can protect customer trust. Our German report reveals best practices, real-world examples, and strategies to keep customers informed, satisfied, and loyal—even when shipments are delayed.
January 20, 2022
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Research summary
Delivery delays can strain customer relationships, but how you communicate during these times makes all the difference. Our German report provides insights and best practices for effectively managing customer expectations and minimizing the impact of delays on your brand.
In this study, you’ll discover
- The importance of transparent and timely communication during delays
- Strategies to keep customers informed and satisfied despite setbacks
- How leading brands handle delivery delays to maintain loyalty
- Real-world examples of effective delay management
When delivery issues arise, it’s the brand—not the carrier—that customers remember. Clear, proactive communication can turn a potential frustration into an opportunity to build trust and loyalty.
Customer expectations are higher than ever—when delays happen, silence isn’t an option. Brands that communicate effectively can turn disruptions into opportunities to strengthen trust and loyalty.
Key stats that matter
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One in four customers won’t reorder from a brand after a negative delivery experience
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Six in ten customers want a shipping update as soon as their order is dispatched
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Nearly half of customers expect immediate updates when a delivery is delayed
