Descartes’ annual ecommerce study shows slightly improved home delivery performance as 67% of consumers still face delivery problems

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This article is brought to you by Retail Technology Review: Descartes’ annual ecommerce study shows slightly improved home delivery performance as 67% of consumers still face delivery problems.

Descartes Systems Group, a company uniting logistics-intensive businesses in commerce, released the results of its second annual 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.

“This past year’s growth slowdown in ecommerce and home delivery has resulted in a 6% improvement in delivery performance versus the 2022 study; however, 67% of the consumers surveyed still experienced a delivery failure in the three-month evaluation period,” said Chris Jones, EVP, Industry at Descartes. “What’s more, 68% of those affected by delivery problems took some form of action that translated into negative consequences for the retailer or delivery company (see Figure 1), indicating that the pandemic grace period is over and consumers are becoming intolerant of poor delivery performance.”

Additional key findings include:

  • Top three delivery problems are all related to timeliness;
  • Security is the most important element of the home delivery process; and
  • Preference for low-cost delivery is twice as important as delivery speed.

The annual study analyses consumer ecommerce buying behavior. It investigates the causes of increases or decreases in ecommerce purchases, the kinds of goods purchased, the frequency of purchases, and which purchases are being delivered. In addition, it provides insight into customer delivery personas, services, charges and performance. Most importantly, it analyses the overall importance that consumers place on delivery performance and the impact of delivery failures on future purchases while also providing demographic-based analysis of results. To learn more, read the full study Dear Consumer: How Do You Feel About Home Delivery Now?

Figure 1 (Consumer actions in the face of delivery problems)

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. These products and services 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 scale their ecommerce business improving fulfilment reliability, speed and productivity as well as use the right carrier and service to minimise shipping costs.

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