Online shopping is on the rise as 67% of consumers experience delivery issues: study

Consumers from all demographic groups around the world are increasing the volume and frequency of their online purchases. Online shopping is growing but too many consumers still experience delivery issues, 67 percent of those surveyed globally, according to a study by Descartes Systems Group, which published findings from the third annual consumer sentiment survey on e-commerce home deliveries.

The study shows that during the period under review, 39 percent respondents made more purchases online this year compared to last year, and 57 percent made purchases in at least one new product category this year.

When consumers were asked what would discourage them from continuing to shop online, 21 percent said they had a negative delivery experience, 20 percent said deliveries were not reliable and 17 percent were dissatisfied with the delivery process. Additionally, according to the study, 63 percent of people who experienced delivery issues took some form of action that had negative consequences for the retailer or delivery company.

Descartes Systems Group research shows that online shopping is becoming increasingly popular across all demographic groups, with 67% of them experiencing delivery issues. Although 39 percent of people made more online purchases than last year and 57 percent discovered new product categories, 63 percent of people with delivery issues took negative action against retailers or delivery companies.

“While the third year of this study shows that the industry is making modest improvements on many dimensions related to home delivery performance compared to the previous year, levels of consumer dissatisfaction remain high,” she said. Chris Jones, vice president of industry at Descartes. “However, mediocre delivery performance and inconsistent delivery experiences are issues that can be resolved. There are market-proven strategies, operational best practices and technology solutions that retailers and delivery companies can consider to cost-effectively deliver optimal home delivery tailored to consumer delivery preferences.”

Descartes and SAPIO Research surveyed 8,000 consumers in Europe and North America about their e-commerce purchasing behavior in the first three months of 2024.

Fiber2Fashion Information Desk (RR)