What customers expect from delivery today – and why most e-shops fail to meet it
E-shops compete in discounts, UX, and speed. But today’s customers don’t want just fast delivery. They want control. They want delivery that adapts to them – not the other way around. And this is exactly where most e-shops still fail. In this article, we summarize what customers truly expect today – and how to respond if you don’t want to lose conversions.
✅ TL;DR – What customers expect from delivery today
- Choice of delivery day and time
- Clear and transparent shipment tracking
- Ability to change address or delivery time
- Advance delivery notifications (SMS, email, push notifications)
- Evening and weekend delivery
- Clear information directly in the checkout
- Real contact with the carrier/courier
- Pickup options (locker, branch) as a complement
💡 What customers expect – and what most e-shops actually deliver
| Customer expectation | Common e-shop reality |
| ✅ Ability to choose delivery day and time | ❌ Fixed delivery “sometime during the day” |
| ✅ Clear information about delivery time | ❌ Vague or no notifications |
| ✅ Ability to change address or time | ❌ Complicated or impossible changes after dispatch |
| ✅ Evening delivery after work | ❌ Delivery only during working hours |
| ✅ Immediate delivery updates | ❌ Customer “waits and hopes” |
📊 What do the data say?
- Customers increasingly want planned delivery – the ability to choose a specific day and time.
- If an e-shop does not offer a preferred delivery method, it is a frequent source of frustration for customers.
- Slot-based delivery is in demand: 89% of customers want delivery within a time slot, and 80% would prefer an e-shop that offers time slots.
(Source: DODO + Ipsos proprietary research, 2024)
🛠️ How to respond: Practical steps
- Introduce slot-based delivery – two-hour windows increase precision and satisfaction
- Display delivery day and time window already in the checkout – including slot availability
- Send multiple notifications – ideally SMS + email with a live tracking link
- Enable evening and weekend slots – even partially, at least in major cities
- Allow customers to change address or time – without calling customer support
- Connect courier and customer – ideally via an interface, not by phone
❓ Frequently asked questions (FAQ)
Do customers really want evening delivery?
Yes. In cities, evening delivery is one of the most requested slots – people want their parcel at home, after work.
Is one carrier enough?
It depends on scale. Many e-shops combine carriers (slots, lockers, standard delivery) to cover different needs.
How much do notifications and tracking cost?
Most carriers offer integrated notification systems – at DODO, SMS notifications are part of the service.
🚀 Summary
Customer expectations in delivery have shifted dramatically over the past three years. Being just “fast” is no longer enough – you need to be predictable, transparent, and flexible. Those who react in time gain a competitive advantage. Those who don’t will soon become just another option.
