Delivery remains a key moment in the online shopping experience… and a decisive factor in satisfaction or irritation. According to an OpinionWay study for Shopopop, French consumers are becoming increasingly demanding when waiting for an order.
The survey was conducted in early September 2025 among a representative sample of 1,027 French people.
Price above all else
For 72% of respondents, free delivery is the number one criterion when choosing a delivery method, far ahead of speed (47%) or delivery to a pick-up point (43%). Order tracking (41%) and ease of returns (36%) come next.
Environmental considerations remain a minority concern. Only 12% of French people say they are sensitive to eco-friendly delivery.
Beware of accidents!
In the event of a bad experience, 88% of internet users say they take action. 35% will not return to the site in question and 41% will leave a negative review.
Consumers mainly hold the carrier responsible for any problems encountered (72%).
The main complaints relate to failed deliveries without clear notification (43%), overly broad delivery windows (42%), and return shipping costs deemed excessive (30%).
When asked about the eco-friendly measures implemented by retailers, 61% of French consumers believe that they are making significant efforts. However, only 14% say they avoid delivery for environmental reasons. The desire to see the product in store (58%) and the cost of shipping (53%) remain the two main barriers …
