Just a few years ago, waiting a few days for an online order seemed normal, and “fast delivery” sounded like a bonus. Today, it has become a necessity: 32% of Lithuanian consumers admit they have canceled a purchase or decided not to buy from an online store because delivery seemed too slow.
A survey commissioned by Venipak and conducted by Spinter Research revealed that this behavior is most common among 18–35-year-olds and residents of large cities — the most active group of buyers with the highest level of digital literacy.
“Speed used to be a competitive advantage; today, it’s a matter of survival. Shoppers no longer want to wait. For them, fast delivery isn’t a luxury — it’s a must. They plan their time and expect precision. Online stores that can ensure fast and transparent delivery gain not only sales but also customer loyalty. Meanwhile, those that still plan shipments over several days risk losing the customer before they even click ‘buy,’” says Asta Raudonienė, Venipak’s Head of Marketing.
The study showed that 82% of shoppers tolerate at most a 1–3 day wait, and 1 in 10 refuse to wait longer than promised — they want to receive the package exactly at the stated time. Only 8% of respondents said they would be willing to wait more than 3 days.
According to A. Raudonienė, delivery speed is now one of the key factors influencing purchasing decisions — though not the only one.
“Lithuanians value the entire shopping experience — from ordering to receiving the item. It’s not just about speed but also clarity: customers want to know exactly when they’ll get the package and trust that the promise will be kept. Every additional waiting step today can cost a sale,” she comments.
For nearly every second Lithuanian (51%), the biggest frustration is not knowing when the shipment will arrive. Slightly fewer (50%) get annoyed when deliveries are delayed, when tracking information isn’t updated (40%), or when tracking isn’t available at all (30%).
Interestingly, when a delivery is delayed, most buyers blame not the courier company but the online store itself. As many as 37% of Lithuanians first think they should have chosen another store. Meanwhile, only 22% blame the delivery company, and 30% of respondents, after learning about a delay, say they should have chosen a different delivery method.
The representative survey of Lithuanian residents’ opinions was conducted by Spinter Research in May of this year on behalf of Venipak. A total of 1,015 respondents aged 18–75 were surveyed.
