More than two thirds of consumers still face delivery problems, Descartes Systems Group research finds

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Logistics software company Descartes Systems Group has released the results of its second annual consumer sentiment study of e-commerce home delivery – finding that 67% of consumers still face delivery problems.

The study, named Dear Consumer: How Do You Feel About Home Delivery Now?, draws on the responses from more than 8,000 consumers across 10 European and North American countries and analyzes consumer e-commerce buying behavior. It investigates the causes of increases or decreases in e-commerce 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. It also analyzes the overall importance that consumers place on delivery performance and the impact of delivery failures on future purchases while also providing a demographic-based analysis of results. The study found that the top three delivery problems are all related to timeliness; that consumers reported that security is the most important element of the home delivery process; and that low-cost delivery was twice as important to consumers as delivery speed.

Chris Jones, executive vice president of industry at Descartes, said, “This past year’s growth slowdown in e-commerce 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. 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, indicating that the Covid-19 pandemic grace period is over and consumers are becoming intolerant of poor delivery performance.”

For more key insights from Descartes Systems Group on the parcel and postal technology industry, click here.

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