A study by Descartes Systems Group found that consumers worldwide are making more online purchases, with 67% experiencing delivery problems. The third annual consumer sentiment study of e-commerce home delivery revealed that 39% of respondents made more online purchases this year compared to last year, and 57% bought from at least one new product category. This highlights the growing popularity of online shopping but also the need for improved delivery services.
A survey found that 21% of consumers were put off from making online purchases due to negative delivery experiences, 20% cited unreliable deliveries, and 17% were dissatisfied with the delivery process. Furthermore, 63% of those with delivery issues took action with negative consequences for the retailer or delivery company.
Descartes’ study shows modest annual improvements in home delivery performance but high levels of consumer dissatisfaction persist. Descartes suggests that utilizing proven strategies, best practices, and technology solutions can help retailers and delivery companies enhance delivery experiences and meet consumers’ preferences effectively. With solutions in place, the industry can address these challenges and ultimately improve customer satisfaction.
