SUPPLY chain application specialist, BluJay Solutions, has launched a new report The Delivery Experience, which surveyed more than 7,000 consumers across the Asia-Pacific.
The report highlights the “disconnect” between consumer expectations and the delivery experience, with just 22% of consumers having a delivery experience that meets expectations every time.
One of the biggest insights from the report is how the onset of COVID-19 has expedited consumer interest in contactless delivery options.
“With consumers stuck at home due to COVID-19 restrictions, we’re seeing a shift in delivery needs and preferences towards contactless ‘click and collect’ in addition to increased demand for precise collection and delivery times,” said BluJay Solutions general manager Katie Kinraid.
“However, the delivery experience is being hindered by issues such as delayed deliveries, long wait times and a lack of proactive communications.”
The report makes several key points:
- COVID-19 has opened up online retailers to new consumer audiences who were previously hesitant to make the move from brick and mortar to online shopping; government lockdowns and restrictions have forced a conversion in behaviour.
- The report shows that over half of 50-year-old and almost 70% of 18 to 49-year-old people are now shopping online every fortnight.
- Clothing, footwear and small electronics are the top categories purchased, as well as groceries and health supplements/beauty products.
Expectations are high, but waiting times are sub-par
- The delivery experience is now a key consideration in the consumer purchase journey, with consumers checking delivery information such as cost (87%), delivery timeframe (71%) and the ability to track delivery (51%) before completing their purchases.
- Delivery delays are a major issue across the region with an average of just 14% of consumers stating that parcels are always delivered on time. In ANZ in particular, there is an issue of couriers leaving a collection slip despite someone being home.
Consumers still favour traditional delivery methods, but interest in click and collect is growing.
According to Ms Kinraid, while hygiene features such as tracking and regular updates on timing remain critical for customers, the shift to online shopping as the primary means of purchasing marks a significant change in delivery expectations.
The report can be viewed here.