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67% of consumers still facing delivery disruption, study finds


A new report from Descartes Systems has found that while there may have been a slight improvement in home delivery performance, 67% of the consumers surveyed still experienced a delivery failure over a three-month evaluation period.

The study of over 8,000 consumers across ten European and North American countries aims to provide retailers and logistics organisations with insights into consumer purchase and delivery preferences and concerns.

“This past year’s growth slowdown in ecommerce and home delivery has resulted in a 6% improvement in delivery performance versus the 2022 study,” explained Chris Jones, EVP, industry at Descartes.

However, the majority of respondents reported disruption with 68% of those affected by delivery problems taking some form of action. Jones added: “That translates into negative consequences for the retailer or delivery company, indicating that the pandemic grace period is over and consumers are becoming intolerant of poor delivery performance.”

The report also found that the top three delivery problems are all related to timeliness, while security is the most important element of the home delivery process.

Unsurprisingly during the current cost-of-living crisis, the study highlighted there is a preference for low-cost delivery over a speedy delivery, with consumers listing this is twice as important.

The annual study analyses consumer ecommerce buying behaviour. It investigates the causes of increases or decreases in ecommerce 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. Most importantly, it analyses the overall importance that consumers place on delivery performance and the impact of delivery failures on future purchases while also providing demographic-based analysis of results.

Read more from Chris Jones, EVP, industry at Descartes, in an exclusive Guest Comment piece for DeliveryX on how retailers can improve sustainability and profitability in home delivery.

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