Retail


DELIVERY WOES AMID ONLINE GROWTH


As ecommerce thrives in the UK and globally, retailers must ask: does a mature ecommerce market meet consumer delivery expectations? Descartes and SAPIO Research surveyed 8,000 consumers in Europe and North America to assess ecommerce and home delivery performance. Andrew Tavener, head of marketing for Fleet Solutions at Descartes Systems, provides insights.


I 50 | November/December 2024


n markets such as North America and the UK, ecommerce is expected to surpass brick-and-mortar purchases within the next 12 months. Online consumers are becoming more sophisticated, with purchasing


decisions and brand perceptions increasingly influenced by home delivery performance. Expectations around cost, speed, timeliness, and security vary across countries, demographics, and purchase types. Improving delivery reliability, security, and cost-effectiveness can help


retailers gain competitive differentiation, enhance customer loyalty, and boost ecommerce profitability. Consumer interest in ecommerce continues to grow, though not as


rapidly as during the pandemic. Te study shows that 44% of consumers intend to increase their online purchasing frequency to at least every two weeks, up from 34% in 2023 and 32% in 2022. Consumers expect to make almost half (49.5%) of all purchases online within the next year, a 4.9% increase from today. In the UK (59%) and North America (52%), consumers expect to buy more online than in physical stores within a year.


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