73% of consumers had e-com orders delayed in the last year, study reveals

Logistics and Supply Chain News

Descartes Systems Group (Nasdaq: DSGX) (TSX:DSG), the global leader in uniting logistics-intensive businesses in commerce, has released the results of a consumer sentiment study of ecommerce home delivery. The study of over 8,000 consumers across ten European and North American countries provides retailers and logistics organisations with critical insights into consumer purchase and delivery preferences and concerns.

“Ecommerce and home delivery present opportunities and challenges to retailers and logistics organisations. In our study, consumers indicated they will increase their ecommerce purchases in the future, but 73% of them said they experienced a delivery failure in the last three months (see figure 1),” said Chris Jones, EVP, Industry and Services at Descartes. “The results of poor delivery performance can be catastrophic for retailers with almost one-quarter of the respondents in our study citing that they did not order from that retailer again.”

Ecommerce Delivery Experience

Figure 1: Ecommerce Delivery Experience

Source: Descartes & SAPIO Research

The study analyses consumer ecommerce buying behaviour, what is causing ecommerce purchases to increase or decrease, the kinds of goods purchased, their frequency and which ones are being delivered. In addition, it provides insight into delivery services, charges and performance. Most importantly, it analyses the importance that consumers place on delivery performance and the impact of delivery failures on future purchases. To learn more, read the full study: Descartes Research Report: Ecommerce—Is Retailer Fulfilment and Delivery Performance Keeping Up with Sales Growth?

Descartes’ ecommerce logistics solutions help retailers and logistics services providers deliver a superior customer experience. The home delivery solution covers a wide range of critical capabilities including delivery appointment booking, route planning, mobile applications and customer communications. They engage the customer at the point of purchase through order fulfilment and the successful completion of the delivery, provide opportunities to upsell value-added delivery services and keep customers up-to-date with the status of their delivery. The warehouse management and integrated parcel shipping solutions help small-to-midsize retailers to use the right carrier and service to minimise shipping costs as well as to scale their ecommerce business by improving fulfilment reliability, speed and productivity.

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