Delivery is the New Brand Experience: What Veho’s State of Delivery 2026 Report Reveals

Delivery has become much more than the final step in the online shopping journey—it’s a defining part of the customer experience. According to Veho’s State of Delivery 2026 report, based on responses from nearly 2,000 U.S. online shoppers, consumers increasingly judge brands by how well their orders arrive, not just by the products they purchase. The research found that 75% of shoppers are more likely to buy from a retailer again after a positive delivery experience, while late or missing packages can quickly erode trust and loyalty. In fact, many shoppers report abandoning retailers after poor delivery experiences, reinforcing that fulfillment is now a critical driver of customer retention. 

The report also shows that delivery plays a major role long before a purchase is completed. More than half of shoppers have chosen a retailer because of its delivery options, while 56% have abandoned their carts when those options fell short. Consumers continue to value speed, but they increasingly prioritize flexibility, reliability, and proactive communication. For retailers, the message is clear: delivery is no longer just an operational expense—it’s a competitive advantage that influences acquisition, conversion, and long-term brand loyalty. 

Why it matters:  

• Late, missed, or poorly communicated deliveries can damage brand trust and drive shoppers to competitors. 

• Improving the post-purchase experience can increase customer loyalty, reduce cart abandonment, and encourage repeat purchases. 

• Brands that offer personalized, predictable delivery experiences will be better positioned to compete in an increasingly crowded e-commerce market. 

Learn more here.

Further reading: DoorDash and Shopify Make It Easier Than Ever for Local Retailers to Reach More Customers