This article is brought to you by Retail Technology Review: Descartes’ ecommerce study reveals mixed consumer sentiment on retailers’ home delivery performance.
Descartes Systems Group 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.”
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.
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