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Study shows delivery businesses braced for increasing demand and expectations in 2023


A new survey, conducted by YouGov, has predicted that demand for ecommerce delivery services is set to increase in the UK this year – despite the cost-of-living crisis.

Polling over 2,100 adults and 2,000 business representatives, the research in partnership with logistics technology firm Stuart, showed that appetite for delivery services will likely grow, but that businesses will have to face up to key challenges to meet the demand.

Despite one of the most difficult economic periods on record, 63% of businesses polled reported seeing demand for delivery services increase in October, November and December 2022.

The survey found that alongside an expected increase in demand, businesses will also face rising expectations from their customers. Businesses reported that consumers will look for improved levels of service in the coming year: 38% said that they want faster delivery times, nearly a third said that they would look for more precise time slot offerings with their deliveries and 26% expect advanced tracking with their delivery service.

Consumers do not seem to just be focused on customer service levels, the research stressed. Almost a third of business representatives also reported that they believe their customers want more sustainable options for deliveries.

“2022 saw robust demand from retailers for delivery services, and that only looks set to grow in 2023. The challenge, however, is that businesses will have to step up to the plate to offer fast, sustainable and data-driven services, all against a backdrop of rising expectations on customer service,” said John Gillan, general manager of Stuart UK.

“Stuart is proudly at the forefront of cutting-edge innovation in this space, working with businesses to provide customised and entirely sustainable delivery solutions to meet their customers’ needs.”

Additionally, 24% of 18-24 year olds said that they intended on ordering even more products this year than they did in 2022. As the demographic that already uses delivery services more than any other, this means even more demand for delivery services and the businesses they work with.

If these trends continue throughout the year, it will mean sustained demand for a higher volume of quick, efficient and sustainable delivery solutions in 2023 and beyond.

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