Consumers want peace of mind knowing their orders will arrive in good condition and on time. To achieve this, merchants need to strengthen partnerships with reliable carriers, invest in quality packaging, and optimize logistics operations, including prioritizing package insurance.

The Need for Speed

While reliability is a top priority for a third of consumers, another 18% of surveyed shoppers say speed (faster delivery times) is the top strategy merchants should prioritize in 2025. Faster delivery times can be a competitive advantage for retailers, especially during peak shopping seasons. In the age of Amazon Prime, where consumers are used to getting their packages within two days, fast shipping is becoming less of a “nice to have” and more of a “need to have.”

In 2025, merchants can meet this expectation by offering expedited shipping options and streamlining their supply chains. Strategically located fulfillment centers and the use of advanced logistics technology like predictive analytics can help shorten delivery windows.

Keeping Shipping Cost-Effective

Shipping costs are another major consideration, with 19% of respondents highlighting affordable or free shipping as their top priority for 2025. While balancing cost and efficiency is often challenging, especially in an environment where costs continue to rise, offering free shipping thresholds, flat-rate options, or bundled deals can appeal to price-conscious shoppers.

For merchants looking to improve their CX, clear communication around shipping fees and shipping promotions can also help enhance overall consumer satisfaction.

Tracking Transparency: A Must-Have

Real-time tracking is now a necessity. In fact, more than two-thirds (68%) of consumers surveyed said real-time tracking updates made their shipping experiences positive in 2024. Looking forward to 2025, 30% of shoppers surveyed believe that more accurate tracking updates would improve their overall shipping experience.

Merchants should prioritize transparency by providing frequent and accurate tracking information, which can help build trust and reduce anxiety about delivery status. Artificial intelligence (AI) tools like predictive analytics can increase visibility throughout the supply chain and help automate updates to ensure end-to-end transparency for consumers.

Key Takeaways for 2025 Shipping Success

To meet consumer expectations in 2025, merchants should focus on these key strategies:

1. Prioritize Reliability: Minimize losses, damages, and delays through robust logistics and packaging practices.
2. Enhance Speed: Optimize delivery times by improving fulfillment processes and offering expedited options.
3. Offer Affordable Shipping: Provide cost-effective shipping solutions to keep customers satisfied.
4. Improve Tracking Transparency: Deliver accurate, real-time tracking updates to build trust.

By implementing these strategies, merchants can turn shipping into a competitive advantage, driving positive customer experiences and loyalty in 2025.

¹All statistics derived from an online survey completed by 1,000 18+ U.S. adults. It was commissioned by UPS Capital and fielded by Dynata, a global market research firm, in December 2024.