Speed Isn’t Everything: It’s Control that Online Shoppers Crave in e-Commerce Logistics
– DHL survey finds that online shoppers value choice of delivery times and locations over the speed of their deliveries
– Online shoppers also want greater visibility of their orders, including easily-accessible shipment tracking and the delivery company responsible
BANGKOK, Sept. 10, 2016 /PRNewswire/ — E-tailers will only remain competitive if they give customers greater control over where, when, and how they receive their deliveries, according to a study conducted by DHL.
“Speed isn’t everything,” said Charles Brewer, CEO, DHL eCommerce. “Through the survey of more than 1,000 online shoppers in Germany, we found out that 78% of e-commerce customers wish to specify the time for their deliveries, while 68% want control over the date when their orders arrive. Online shoppers also gain satisfaction from a greater choice of delivery location as 94% of respondents said they were very happy when they could specify parcel lockers like DHL’s Packstations as alternative delivery addresses, while one in every two said they would like the option to deliver to their trusted neighbors in their absence.”
Drawing similarities with the trends in Asia Pacific, Malcolm Monteiro, CEO, DHL eCommerce Asia Pacific noted that, “In a region where fast deliveries have become the norm, Asian e-tailers can no longer differentiate themselves on speed alone. We’ve also seen a growing number of e-tailers in Asia seek greater customization and flexibility in the range of delivery options we offer to their customers.”
In fact, control over delivery time and location appear to matter more than how quickly a parcel arrives — only 66% of e-commerce shoppers in the study said quick deliveries were important to them.
“A successful delivery is no longer solely determined by the speed of the last mile: it requires a whole new level of digital infrastructure from real-time fleet tracking to SMS alerts and mobile apps. Providing that level of visibility determines how much trust customers will put in any e-commerce brand,” he added.
With the e-commerce market in Thailand expected to more than triple in size to EUR 3.6 billion between now and 2020, triggered especially by a high smartphone penetration rate of 49%, Kiattichai Pitpreecha, Managing Director, DHL eCommerce Thailand also noted that, “Even in Thailand, e-tailers can no longer win over customers based on delivery speed alone. We have seen Thai consumers and e-tailers seeking tailored e-commerce delivery services at a far higher rate than ever before.”
Kiattichai also highlighted the increasing trends where both consumers and merchants have been asking for seamless and simple e-commerce logistics services that keep up with extremely rapid changes in consumers’ expectations, while providing high operational excellence.
“This makes the need for a tailored e-commerce delivery service greater than ever before — so that merchants can focus on their core business and grow faster based on a high performing logistical backbone,” he added.
The survey also found that 88% of online shoppers interviewed want direct access to shipment tracking, while 84% want to know the name of the company making the delivery. Eighty five percent of the consumers involved also said direct links to shipment tracking portals were an essential part of the e-commerce experience — something which DHL eCommerce’s new B2C parcel delivery network in Thailand provides via pre-delivery SMS.
“E-tailers in Thailand need end-to-end solutions that not only provide superior delivery speed, but give consumers the delivery options and visibility that suit their unique lifestyle requirements,” said Kiattichai. “While offering a higher degree of choice and control may sound daunting, the right service provider will manage them as a seamless whole — allowing Thai e-commerce merchants to focus on their core business and value propositions instead.”
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Cheryl Han / Monica Ng
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DHL is the leading global brand in the logistics industry. Our DHL family of divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 340,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, energy, automotive and retail, a proven commitment to corporate responsibility and an unrivalled presence in developing markets, DHL is decisively positioned as “The logistics company for the world”.
DHL is part of Deutsche Post DHL Group. The Group generated revenues of more than 59 billion euros in 2015.
SOURCE DHL eCommerce