3rd Party Shippers Are Missing The Mark
In today’s e-commerce landscape, consumer expectations are shifting in ways many third party shippers have failed to recognize. As warehouse costs have surged 46% and e commerce growth normalizes to around 6% annually (down from the frenzied 18% growth between 2019-2023), according to McKinsey & Company research, logistics providers need to reassess their strategies to align with what consumers truly value.
The Disconnect Between Consumer Priorities and Third-Party Shipping Solutions
McKinsey & Company surveyed over 1,000 US consumers, revealing several key insights that many third-party shippers are overlooking:
1. Accuracy Trumps Speed
While delivery speeds have accelerated by about 40% since early 2020, consumers now rank reliability and accuracy significantly higher than speed. In fact, 90% of consumers are willing to wait two to three days for deliveries—especially if it means avoiding shipping costs. As the McKinsey study notes, “Consumers rank on-time delivery as more important to their satisfaction than speedy delivery”
Many third-party shippers continue to invest heavily in same-day or next-day shipping capabilities while neglecting the more fundamental consumer desire: receiving exactly what they ordered, when it was promised.
2. Cost Sensitivity Is at an All-Time High
With 90% of consumers likely to abandon shopping carts with high shipping costs and more than 80% preferring free standard shipping over paid expedited options, third-party shippers clinging to premium pricing models for faster delivery are increasingly out of touch with market demands.
3. Flexibility Is Non-Negotiable
Consumers now place significant importance on delivery options and flexible return policies. More than 50% of consumers value the ability to schedule deliveries, and over 65% will abandon purchases if return policies are inflexible. Yet many third-party logistics providers continue offering rigid, one-size-fits-all solutions that do not accommodate these preferences.
How Qualfon’s Approach Addresses These Consumer Priorities
Qualfon, a global customer experience company with over 40 years of expertise in fulfillment and logistics solutions, has recognized these shifting consumer expectations. We’ve built our approach to address what truly matters:
Strategic Facility Placement for Reliability and Cost Efficiency
Our facilities are strategically positioned across the country to optimize delivery reliability and cost efficiency. We collaborate with our clients and heat map customer shipments to determine the optimal warehouse locations. This strategic placement ensures packages can reach their destinations reliably. As Steve White, Senior Vice President, Fulfillment and Logistics Solutions at Qualfon notes, our strategically located facilities are positioned to deliver superior value compared to other logistics options.
Flexible Capacity Built Into Our Operations
Unlike many third-party shippers, our flexible capacity operating model allows us to scale rapidly to meet changing demands. Our cross-trained teams can pivot quickly when order volumes surge, ensuring consistent reliability even during peak periods or unexpected social media-driven demand spikes.
Personalized Customer Experience
We recognize that today’s consumers value personalization as much as delivery speed. While some third-party shippers focus solely on speed, Qualfon offers a range of personalization options that truly enhance the customer experience:
- Customized branded packaging including cartons, tape, etc.
- Personalized notes and information sheets
- Gift wrapping services
- Specialized jewelry and apparel preparation
It’s not always about speed. If a consumer is selecting your product to send directly as a gift, the ability to add gift wrapping, include a personalized message, or choose custom packaging creates a meaningful experience that the purchaser and recipient both enjoy. It’s important to note this creates two positive brand experiences if done right. In these instances, consumers value personalization options more than shaving a day off delivery time.
Why This Matters: The Real Business Impact
The misalignment between what consumers want and what many third-party shippers deliver has real business consequences:
1. Customer Abandonment: High shipping costs and inflexible policies drive cart abandonment
2. Lost Loyalty: When reliability falls short, 85% of consumers become dissatisfied even if delivery is just 1-2 days late*
3. Missed Personalization Opportunities: Failing to offer gift wrapping or other personalization options means losing sales to competitors who make customers’ lives easier
4. Missed Sustainability Opportunities: More than 35% of consumers (and over 55% of 18-34 year-olds) are willing to pay extra for sustainable shipping options*
The Path Forward
For brands looking to evaluate their logistics partners, consider asking these key questions:
- Does your shipping partner prioritize reliability metrics over speed?
- Are they providing cost-effective delivery options that won’t contribute to cart abandonment?
- Do they offer personalization options that enhance the customer experience, such as gift wrapping, custom messaging, or specialized packaging?
- Do they offer the flexibility (e.g., the ability to schedule a delivery) your customers increasingly demand?
- Are they positioned to help you capitalize on consumers’ willingness to pay for sustainability?
With e-commerce growth normalizing and delivery costs rising, logistics providers must adapt to what consumers truly value. At Qualfon, we’re committed to aligning our fulfillment and logistics solutions with these evolving consumer expectations—delivering reliability, flexibility, and value that truly meets the mark.
About Qualfon
Qualfon offers comprehensive fulfillment solutions including product assembly, kitting, packaging, and distribution services tailored to meet the demands of modern commerce. With 40 years of experience and strategically located facilities enabling nationwide two-day delivery, we help brands meet consumer expectations for reliability, flexibility, and value.
Sources:
*McKinsey & Company. (2025, February 13). What do US consumers want from ecommerce deliveries?
