Descartes Systems Group has released findings from its Online Buying Grows, But Too Many Consumers Still Experiencing Delivery Woes report, revealing that while consumers in every demographic are increasing the volume and frequency of their online purchases, 67% of those surveyed encountered delivery problems.
The study shows that 39% of respondents made more online purchases in the period surveyed this year compared to last year, and that 57% made purchases in at least one new product category this year.
What’s more, delivery issues were also cited in the study as a potential barrier to future online buying. When consumers were asked what would put them off making more online purchases in the future, 21% indicated they have had negative delivery experiences, 20% said deliveries are not reliable and 17% have been dissatisfied with the delivery process.
Additionally, according to the study, 63% of those who experienced delivery problems took some form of action that had negative consequences for the retailer or delivery company.
“While the third year of this study reveals the industry is achieving small, year-over-year improvements across a number of dimensions related to home delivery performance, the level of consumer dissatisfaction remains high,” said Chris Jones, EVP Industry at Descartes. “Mediocre delivery performance and inconsistent delivery experiences are, however, solvable problems. There are market proven strategies, operational best practices and technology solutions that retailers and delivery companies can consider to cost-effectively provide an optimal home delivery experience tailored to consumers’ delivery preferences.”
Descartes and SAPIO Research surveyed 8,000 consumers in Europe and North America on their ecommerce buying behaviour during the first three months of 2024.
Photo by fadly suhada on Unsplash
