Have you had any of the following experiences with a delivery in the past 3 months?
TAKEAWAYS
3. Delivery is not satisfactory today. Three out of four consumers experienced delivery problems in the past three months ( see chart) . Key complaints include: • Delivery arrived much later than expected: 26% • Delivery came at a different time than expected: 22% • Delivery time offered was longer than the consumer was happy with: 22% • Package was damaged: 20% • Package was left in an insecure location: 18% • Delivery didn’t arrive at all: 16% 4. Poor delivery damages consumers’ perceptions. 23% of consumers have not ordered from the retailer again, 21% lost trust in the retailer, and 16% told friends and families to avoid the retailer, due to a poor delivery experience. 5. Customer expectations vary. Security (32%), proof of delivery (30%), and tracking (27%) are all more important for the most expensive items; cost of delivery (23%) is more important for lower-cost goods. 6. Environmental concerns influence buyer behavior. 85% of those aged 18-24, and 75% of 25 to 34-year-olds, consider the environment when placing an order.
Source: Descartes Systems Group survey
E-Commerce: Delivering the Goods After two years of aggressive growth due to the pandemic, e-commerce has become a purchasing method of choice across the globe. Fulfillment and delivery capabilities are key parts of the e-commerce experience, and consumer demands for what constitutes delivery satisfaction keep growing. E-commerce retailers—and the carriers and last-mile delivery providers who serve them—face tremendous pressure to deliver
orders on-time, damage-free, securely, and sustainably. That’s the gist of a new study from Descartes Systems Group, which surveyed 8,000 consumers across Europe and North America to examine consumer purchase and delivery preferences and concerns. Six top-level findings from the survey illustrate the ongoing growth in e-commerce and highlight the importance of delivery performance in determining consumer satisfaction: 1. Online buying continues to grow. 48% of respondents will make more e-commerce purchases in the future, up 13% pre-pandemic. 2. It’s all about convenience. 54% of consumers cite convenience as a major reason for online purchases and deliveries. That’s even higher for those aged 55+ (64%).
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May 2022 • Inbound Logistics 23
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