Buying a new piece of technology is exciting – that dream fridge that turns the kitchen into the heart of the home, the TV that makes movie nights magical and sporting events electric, or the latest smartphone that keeps you entertained and connected. 

Too often, though, the delivery lets customers down. Vague, inconvenient delivery windows, big boxes dumped at the door, no help with set-up, or packaging that gets left behind. What should feel like a moment of delight too often becomes a source of frustration.

Recent research from ANC shows just how much the delivery moment matters. Eighty-nine per cent of Australians say delivery shapes how they view a retailer, with 69 per cent rating it “very” or “extremely important” in forming that opinion. In other words, the delivery experience isn’t separate from the brand – it is one of the most impactful brand moments.

Delivery day is the grand finale of the buying journey. It’s when anticipation peaks, when the product enters the home, and when the brand either shines or falters. At ANC, we see delivery not as a cost to be managed but as a stage to perform – a chance to turn logistics into loyalty, and customers into advocates.

Great delivery starts long before the doorstep

The ANC difference begins well before the van arrives. Customers are given control from the outset, choosing their own delivery date for a more convenient experience. 

On delivery day, a text confirms the window, and real-time tracking lets the customer follow their delivery all the way to the doorstep, setting clear expectations and removing the stress of waiting around.

Choice, control and great communication are critical, because convenience matters as much as speed. Forty-six per cent of customers say the choice of delivery window is the most important feature of large-item delivery. And ANC meets that expectation with precision scheduling and proactive communication.

The importance of human connection

When the delivery vehicle does arrive, it’s not just a drop-off. Trained team members greet customers in a professional manner, handle their purchase with care, and respect the home environment. For many, that human touch is just as important as timeliness. In fact, the survey found that 59.5 per cent of customers value reliable, on-time delivery, 47 per cent value careful handling, and 23.7 per cent specifically call out friendly, professional staff as trust-builders.

People remember the way they are treated, not just the product they receive. 

Some of Australia’s largest retail brands – including JB Hi-Fi, The Good Guys, Samsung and Sony – choose to partner with ANC because they know the customer experience isn’t complete until the delivery promise is fulfilled.

Removing the friction in appliance and electronics deliveries 

ANC has long specialised in appliances and consumer electronics – categories where delivery is more complex than just getting a box through the door. That’s why our services are designed to remove friction for the customer and enhance the brand experience for the retailer:

• 36.9 per cent of customers want their products placed exactly where they need them; and nearly half are willing to pay extra for it.
• 26.9 per cent of customers specifically want set-up and installation included in the experience, with 50.4 per cent calling it highly important.
• Customers don’t want to be left with the mess. Most see recycling and sustainability as standard expectations, with 71.8 per cent willing to pay something extra for packaging removal.
• Almost half (47.4 per cent) rate removal or recycling of old products as very important, highlighting the value of hassle-free, end-to-end service.

These services align with what customers say they value most: convenience, care, and sustainability. They are also revenue opportunities for retailers, with many customers willing to pay extra for premium features like installation or in-home placement.

Why it matters

The upside of great delivery is clear. Customers who receive consistent, excellent delivery rate their likelihood to shop again at nearly six out of seven. In other words, seamless delivery builds loyalty.

The cost of failure is equally stark. More than 40 per cent of customers say they would significantly reduce or stop shopping with a retailer after a poor delivery experience. And 58.6 per cent hold the retailer – not the logistics provider – accountable when things go wrong. One failed delivery doesn’t just cost goodwill; it risks long-term loyalty, future purchases, and reputational damage amplified through online reviews.

Meeting different customer needs

The research also uncovered four delivery personas. Some customers (“Planners”) prioritise control and precision, others (“Hassle-Free Seekers”) want everything done for them, while “Value Hunters” chase affordability and “Green Shoppers” look for sustainability. ANC’s tiered service model meets the needs of all four – from precise scheduling and white-glove installation, to packaging recycling and zero emissions delivery leadership.

The final brand touchpoint

Delivery is no longer just a logistics exercise – it’s the final brand touchpoint. Customers don’t separate the retailer from the delivery provider – they experience them as one. With ANC, that experience is designed to be seamless, professional, and memorable: from choosing the delivery date, to receiving a reassuring text, to watching delivery professionals set up appliances and leave homes spotless.

That’s the ANC difference. Not just delivering products – but delivering the trust, loyalty, and satisfaction that keep customers coming back.

• Look out for the report on Inside Retail or get in touch with our Business Development team here.