US Shoppers Want More Info About Their Order Status

Among US online adults, 72% agree that the notifications they receive from brands, including delivery updates and order status, are helpful, and 55% wish that they had more information about their order status. Brands that consistently manage customer expectations by providing timely, proactive notifications build all-important trust with their customers. We hear anecdotally that messages like order confirmations have high open rates, providing a valuable opportunity for customer engagement and brand building. This is a snapshot of Forrester’s consumer data on US online adults’ attitudes toward their shopping experiences.