TE OF E Y CK CONSUMER T - DeliveryMatch...Y cellent consumer delivery experience can ey di "...
33
METAPACK CONSUMER RESEARCH REPORT 2018 STATE OF ECOMMERCE DELIVERY
Transcript of TE OF E Y CK CONSUMER T - DeliveryMatch...Y cellent consumer delivery experience can ey di "...
ME
TA
PA
CK
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
20
18
ST
AT
E O
F
EC
OM
ME
RC
E
DE
LIV
ER
Y
1 I
NTR
OD
UC
TIO
N ------------------------------------------------------------------------------------------------------------
2 S
TUD
Y M
ETH
OD
OLO
GY
------------------------------------------------------------------------------------------------
3 E
XEC
UTI
VE
SUM
MA
RY --------------------------------------------------------------------------------------------------
4 K
EY F
IND
ING
S --------------------------------------------------------------------------------------------------------------
5 F
AST
AN
D F
LEX
IBLE
DEL
IVER
Y ---------------------------------------------------------------------------------------
6 I
NTE
RNAT
ION
AL
SHO
PPIN
G -------------------------------------------------------------------------------------------
7 C
ON
SUM
ER L
OYA
LTY
-----------------------------------------------------------------------------------------------------
8 G
OIN
G L
UX
E A
ND
GO
ING
GRE
EN ----------------------------------------------------------------------------------
9 R
EVIE
W A
ND
FIN
AL
OBS
ERVA
TIO
NS
------------------------------------------------------------------------------
3 4 5 8 12 18 22
28
31
TA
BL
E O
F
CO
NT
EN
TS
32
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
The
eCom
mer
ce b
attle
grou
nd is
incr
easi
ngly
focu
sed
on w
ho
can
best
mee
t gro
win
g co
nsum
er e
xpec
tatio
ns fo
r sho
ppin
g ex
perie
nces
that
are
sim
ple,
fast
, rel
iabl
e an
d –
abov
e al
l – c
onve
nien
t. 61
% o
f con
sum
ers
say
a po
sitiv
e de
liver
y ex
perie
nce
ince
ntiv
ises
them
to s
hop
with
an
e-ta
iler a
gain
.
Cus
tom
er-c
entri
c de
liver
y no
w re
pres
ents
a k
ey
diffe
rent
iatio
n po
int f
or e
-taile
rs lo
okin
g to
win
the
bigg
est
shar
e of
con
sum
er s
pend
.
Prov
idin
g de
ep in
sigh
ts in
to w
hat c
onsu
mer
s w
ant w
hen
it co
mes
to d
eliv
ery,
the
2018
Sta
te o
f eC
omm
erce
Del
iver
y:
Met
aPac
k C
onsu
mer
Res
earc
h Re
port
exam
ines
how
th
e de
liver
y ch
oice
s sh
oppe
rs e
ncou
nter
influ
ence
the
purc
hasi
ng d
ecis
ions
they
mak
e.
This
yea
r’s re
port
unw
raps
the
cons
umer
del
iver
y ex
pect
atio
ns. I
t rev
eals
how
toda
y’s
cons
umer
s in
crea
sing
ly
expe
ct to
be
able
to c
urat
e th
eir o
wn
deliv
ery
expe
rienc
e –
dete
rmin
ing
exac
tly w
hen,
whe
re a
nd h
ow th
ey re
ceiv
e th
eir
onlin
e pu
rcha
ses
incl
udin
g w
hich
car
rier i
s tru
sted
with
the
deliv
ery
of th
eir g
oods
.
INT
RO
DU
CT
ION
CO
NS
UM
ER
DE
LIV
ER
Y E
XP
EC
TA
TIO
NS
UN
WR
AP
PE
D
42
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
Rese
arch
was
con
duct
ed o
nlin
e in
Jul
y 20
18 w
ith 3
597
cons
umer
s in
Can
ada,
Fra
nce,
Ger
man
y, th
e N
ethe
rland
s,
Spai
n, th
e U
K an
d th
e U
S on
beh
alf o
f Met
aPac
k by
Res
earc
h N
ow, a
glo
bal l
eade
r in
digi
tal d
ata
colle
ctio
n.
Age
d 18
or o
ver,
all s
urve
y pa
rtici
pant
s ha
d m
ade
an o
nlin
e pu
rcha
se in
the
last
six
mon
ths
and
the
surv
ey s
ampl
e w
as
desi
gned
to e
nsur
e eq
ual r
espo
nden
t wei
ghtin
g be
twee
n th
e se
ven
geog
raph
ic re
gion
s w
ithin
whi
ch th
e fie
ldw
ork
was
un
derta
ken:
Can
ada
(511)
, Fra
nce
(510
), G
erm
any
(510
), th
e N
ethe
rland
s (5
09),
Spai
n (5
10),
the
UK
(528
) and
the
US
(511)
.
To e
nsur
e ce
nsus
bal
anci
ng, t
he re
spon
dent
sam
ple
was
m
anag
ed to
ens
ure
equa
l wei
ghtin
g in
term
s of
the
age
and
gend
er o
f con
sum
ers
surv
eyed
for e
ach
coun
try, a
nd b
etw
een
coun
tries
. In
term
s of
gen
der,
a to
tal o
f 183
3 m
ales
and
1764
fe
mal
es w
ere
surv
eyed
. Dem
ogra
phic
dat
a on
resp
onde
nt
age
was
col
late
d in
the
follo
win
g ag
e gr
oups
: 18-
26 (3
49),
27-
38 (1
139)
, 39-
52 (1
001),
53-
64 (7
04),
65+
(404
). M
illen
nial
s ar
e de
fined
as
cons
umer
s ag
ed 18
-25
thro
ugho
ut th
e re
port.
ST
UD
Y
ME
TH
OD
OL
OG
Y
52
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
EX
EC
UT
IVE
S
UM
MA
RY
20
18 S
TAT
E O
F E
CO
MM
ER
CE
DE
LIV
ER
Y
An
exce
llent
con
sum
er d
eliv
ery
expe
rienc
e ca
n be
a k
ey d
iffer
entia
tor f
or re
taile
rs a
nd b
rand
s.
Reta
ilers
who
mee
t con
sum
ers’
nee
ds w
in lo
yalty
an
d st
and
out i
n a
com
plex
and
com
petit
ive
land
scap
e. 6
1% o
f con
sum
ers
say
a po
sitiv
e de
liver
y ex
perie
nce
ince
ntiv
ises
them
to s
hop
with
an
e-ta
iler a
gain
. 75%
of c
onsu
mer
s ex
pect
to
be
able
to s
ee a
ll av
aila
ble
deliv
ery
optio
ns
disp
laye
d on
the
prod
uct p
age
they
’re v
iew
ing.
Reta
ilers
are
look
ing
for a
ltern
ativ
e w
ays
to
inno
vate
in o
rder
to d
iffer
entia
te a
nd th
rive.
In th
is y
ear’s
repo
rt w
e ex
plor
e ke
y th
emes
to
hel
p re
taile
rs a
nd b
rand
s un
ders
tand
wha
t co
nsum
ers
expe
ct.
Firs
tly, F
ast a
nd F
lexi
ble
Del
iver
y. M
ore
than
ha
lf of
resp
onde
nts
(54%
), id
entifi
ed fa
st
deliv
ery
as th
eir t
op o
r sec
ond
mos
t im
porta
nt
prio
rity.
Get
ting
it rig
ht fo
r tod
ay’s
tim
e-pr
esse
d co
nsum
ers
mea
ns d
eliv
erin
g th
eir o
nlin
e or
ders
ra
pidl
y an
d to
thei
r spe
cific
requ
irem
ents
in
imm
acul
ate
cond
ition
. All
the
whi
le k
eepi
ng th
em
fully
info
rmed
abo
ut e
xact
ly w
hen
deliv
ery
will
ha
ppen
.
Seco
ndly
, Int
erna
tiona
l Sho
ppin
g. C
onsu
mer
s ex
pect
full
trans
pare
ncy
on d
eliv
ery
and
asso
ciat
ed c
osts
whe
n bu
ying
abr
oad.
In fa
ct,
73%
of i
nter
natio
nal s
hopp
ers
chec
k to
see
wha
t ad
ditio
nal c
harg
es w
ill b
e ap
plie
d to
pro
duct
and
sh
ippi
ng p
rices
- up
from
67%
in 2
017.
Third
ly, C
onsu
mer
Loy
alty
. Thi
s in
clud
es
cust
omer
loya
lty p
rogr
amm
es a
nd a
full
rang
e of
del
iver
y op
tions
that
sui
ts v
ario
us c
onsu
mer
lif
esty
les.
49%
of r
espo
nden
ts w
ould
prio
ritis
e sh
oppi
ng w
ith o
ne o
nlin
e pr
ovid
er o
ver a
noth
er
if it
offer
ed a
loya
lty p
rogr
amm
e fe
atur
ing
free
next
day
del
iver
y.
Fina
lly, w
e di
scus
s G
oing
Lux
e an
d G
oing
Gre
en.
Con
sum
ers
are
incr
easi
ngly
min
dful
of t
he
envi
ronm
enta
l cos
ts o
f del
iver
y an
d op
ting
for a
co
nsol
idat
ed d
eliv
ery
serv
ice.
79%
of c
onsu
mer
s ar
e co
nsci
ous
of, o
r car
e de
eply
abo
ut th
e en
viro
nmen
t whe
n th
inki
ng a
bout
how
they
re
ceiv
e th
eir d
eliv
erie
s.
Our
find
ings
sho
w h
ow o
nlin
e sh
oppe
rs
arou
nd th
e w
orld
app
ear t
o be
con
fiden
tly a
nd
enth
usia
stic
ally
em
brac
ing
oppo
rtuni
ties
to
purc
hase
luxu
ry b
rand
s on
line.
With
a w
ealth
of c
hoic
e at
thei
r fing
ertip
s, s
houl
d eC
omm
erce
pro
vide
rs fa
il to
get
the
end-
to-e
nd
e-de
liver
y ex
perie
nce
right
, the
se w
ell-p
ract
iced
di
gita
l sho
pper
s w
ill m
ake
e-ta
ilers
figh
t eve
n ha
rder
for t
heir
loya
lty.
6
72
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
EC
OM
ME
RC
E D
EL
IVE
RY
TR
EN
DS
:
CO
NS
UM
ER
PR
EF
ER
EN
CE
S
take
adv
anta
ge o
f a m
inim
um
spen
d ‘fr
ee d
eliv
ery’
opt
ion
%75
expe
ct d
eliv
ery
optio
ns d
ispl
ayed
on
the
prod
uct p
age
%75
say
a po
sitiv
e de
liver
y ex
perie
nce
ince
ntiv
ises
them
to s
hop
with
an
e-ta
iler a
gain
%61
chos
e on
e on
line
prov
ider
ove
r an
othe
r bec
ause
they
pro
vide
d m
ore
deliv
ery
optio
ns%
58
wan
t a o
ne-h
our d
eliv
ery
in
met
ropo
litan
are
as%
55sa
y cl
ear,
accu
rate
trac
king
is a
n im
porta
nt c
onsi
dera
tion
for t
he
maj
ority
of t
heir
purc
hase
s%
54
wou
ld p
riorit
ise
an o
nlin
e pr
ovid
er
if it
offer
ed a
loya
lty p
rogr
amm
e fe
atur
ing
free
next
day
del
iver
y%
49
no lo
nger
exp
ect t
o pa
y fo
r st
anda
rd d
eliv
ery
%49
Con
sum
ers
have
a ra
nge
of d
iffer
ent d
esire
s w
hen
it co
mes
to d
eliv
ery
optio
ns. T
hese
are
the
mos
t pop
ular
del
iver
y op
tions
on
a gl
obal
bas
is:
CO
LLE
CT
IN
ST
OR
E%
50
PIC
K-U
P D
RO
P-
OF
F (
PU
DO)
%39
WE
EK
EN
D
DE
LIV
ER
Y%
22
DE
LIV
ER
Y T
O
PLA
CE
OF
WO
RK
%20
HO
ME
D
ELI
VE
RY
%88
are
cons
ciou
s of
, or c
are
deep
ly
abou
t the
env
ironm
ent w
hen
thin
king
abo
ut h
ow th
ey re
ceiv
e th
eir d
eliv
erie
s
%77
of c
onsu
mer
s ex
pect
free
del
iver
y fo
r eve
ryda
y pu
rcha
ses.
%62
82
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
KE
Y F
IND
ING
S
92
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
Con
sum
er lo
yalty
is in
crea
sing
ly h
ard
to c
ome
by b
ut w
orth
it. 6
1% o
f con
sum
ers
will
sho
p ag
ain
with
an
e-ta
iler i
f the
y ha
ve a
pos
itive
del
iver
y ex
perie
nce.
Our
rese
arch
hig
hlig
hts
how
con
sum
er p
riorit
ies
are
shift
ing
whe
n it
com
es to
the
deliv
ery
of e
Com
mer
ce o
rder
s.
MA
NY
CO
NS
UM
ER
S A
RE
PR
EP
AR
ED
TO
PA
Y F
OR
FA
ST
ER
D
EL
IVE
RY
OR
A M
OR
E C
ON
VE
NIE
NT
DE
LIV
ER
Y O
PT
ION
–
70
% o
f the
onl
ine
shop
pers
we
surv
eyed
sai
d th
ey e
xpec
t to
pay
extra
for a
one
-ho
ur, s
ame
day,
nex
t day
or S
unda
y de
liver
y.
say
they
no
long
er e
xpec
t to
pay
for s
tand
ard
deliv
ery.
WH
EN
SH
IPP
ING
IS
FR
EE
, C
US
TO
ME
RS
ST
ILL
EX
PE
CT
R
EL
AT
IVE
LY F
AS
T D
EL
IVE
RY
– th
ose
cons
umer
s w
ho’d
had
a
nega
tive
deliv
ery
expe
rienc
e in
the
last
12 m
onth
s id
entifi
ed s
low
de
liver
y as
an
issu
e on
the
purc
hase
s th
ey’d
mad
e fro
m th
e eC
omm
erce
si
tes
of re
taile
rs (3
4%
), br
ands
or m
anuf
actu
rers
(34
%) ,
and
oth
er o
nlin
e m
arke
tpla
ces
like
eBay
and
Ets
y (3
6%
). Ev
en A
maz
on s
trugg
led
to
mat
ch c
onsu
mer
exp
ecta
tions
, with
36
% o
f res
pond
ents
exp
ress
ing
diss
atis
fact
ion
with
the
time
it to
ok to
rece
ive
thei
r goo
ds.
CO
NV
EN
IEN
CE
-OR
IEN
TE
D C
ON
SU
ME
RS
AR
E T
EM
PT
ED
TO
T
RY
OU
T N
EW
DE
LIV
ER
Y O
PT
ION
S –
44
% p
lan
to ta
ke a
dvan
tage
of
colle
ctio
n fro
m a
pic
k-up
dro
p-off
poi
nt (P
UD
O),
so th
ey c
an a
void
hav
ing
to d
evia
te
from
thei
r dai
ly ro
utin
es o
r mis
s de
liver
y sl
ots.
Sim
ilarly
, del
iver
y to
a s
ecur
e bo
x ou
tsid
e th
eir h
ome
held
a s
trong
app
eal f
or 2
8%
of r
espo
nden
ts, w
ith a
furth
er 2
4%
sa
ying
they
’re re
ady
and
will
ing
to tr
y ou
t fut
uris
tic o
ptio
ns li
ke d
eliv
ery
by d
rone
, ro
bots
or a
uton
omou
s ve
hicl
es.
TH
E A
BIL
ITY
TO
SE
LE
CT
WH
ICH
CA
RR
IER
DE
LIV
ER
S T
HE
IR
ON
LIN
E P
UR
CH
AS
ES
IS
BE
CO
MIN
G A
TO
P P
RIO
RIT
Y F
OR
M
AN
Y C
ON
SU
ME
RS
– 5
4%
now
say
that
it is
som
ewha
t or v
ery
impo
rtant
th
ey’re
abl
e to
cho
ose
whi
ch o
nlin
e ca
rrie
r del
iver
s th
eir o
nlin
e pu
rcha
ses
– up
from
4
2%
last
yea
r. In
deed
, a s
igni
fican
t num
ber o
f con
sum
ers
adm
it to
aba
ndon
ing
onlin
e sh
oppi
ng b
aske
ts b
ecau
se a
n eC
omm
erce
pro
vide
r ind
icat
ed d
eliv
ery
wou
ld b
e vi
a a
carr
ier t
hey
say
has
alw
ays
let t
hem
dow
n.
MO
ST
CO
NS
UM
ER
S N
OW
EX
PE
CT
FR
EE
DE
LIV
ER
Y
FO
R T
HE
IR E
VE
RY
DA
Y P
UR
CH
AS
ES
– 6
2%
sai
d fre
e de
liver
y is
thei
r top
con
side
ratio
n fo
r the
maj
ority
of p
urch
ases
they
mak
e, u
p fro
m 4
7%
in 2
017.
62
% o
f con
sum
ers
expe
ct fr
ee d
eliv
ery
for e
very
day
purc
hase
s. 7
5%
take
adv
anta
ge o
f a m
inim
um s
pend
‘fre
e de
liver
y’ o
ptio
n.
wan
t eC
omm
erce
pro
vide
rs
to offe
r a o
ne-h
our d
eliv
ery
in
met
ropo
litan
are
as.
55%
49%
CO
NS
UM
ER
S W
AN
T T
O S
EE
DE
LIV
ER
Y O
PT
ION
S
– 7
5%
exp
ect d
eliv
ery
optio
ns to
be
disp
laye
d on
the
prod
uct
page
. 58
% c
hose
one
onl
ine
prov
ider
ove
r ano
ther
bec
ause
they
pr
ovid
ed m
ore
deliv
ery
optio
ns.
102
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
TH
E M
OS
T P
OP
UL
AR
DE
LIV
ER
Y O
PT
ION
ON
A
GL
OB
AL
BA
SIS
IS
HO
ME
DE
LIV
ER
Y –
in 2
017,
82%
of
con
sum
ers
opte
d fo
r hom
e de
liver
y. O
nlin
e sh
oppe
rs to
ok
adva
ntag
e of
man
y op
tions
, the
mos
t pop
ular
bei
ng c
olle
ct in
sto
re
(44%
), co
llect
ion
from
a p
ick-
up d
rop-
off p
oint
(39%
) and
del
iver
y to
w
orkp
lace
(19%
).
The
resu
lts fo
r 201
8 ar
e as
follo
ws:
SH
IFT
ING
LIF
E P
RIO
RIT
IES
ME
AN
MO
RE
C
ON
SU
ME
RS
WA
NT
TH
E F
RE
ED
OM
T
O C
HA
NG
E D
EL
IVE
RY
DA
TE
S O
R R
E-
RO
UT
E T
HE
IR O
RD
ER
PO
ST
-DE
SP
AT
CH
–
whi
le 3
0%
of s
hopp
ers
had
mad
e ch
ange
s to
thei
r de
liver
y pr
efer
ence
s ‘o
n th
e fly
’ afte
r the
ir or
der h
ad
been
dis
patc
hed,
a fu
rther
48
% s
ay th
at if
this
opt
ion
had
been
ava
ilabl
e to
them
, the
y’d
have
use
d it.
TH
E R
ISE
OF
TH
E L
UX
UR
Y B
RA
ND
B
UY
ING
CO
NS
UM
ER
– c
ompa
red
to 4
1% in
20
17, a
sta
gger
ing
78
% o
f res
pond
ents
had
pur
chas
ed
onlin
e go
ods
from
a lu
xury
bra
nd in
the
last
12 m
onth
s,
with
49
% s
hopp
ing
with
up
to th
ree
diffe
rent
bra
nds.
Si
nce
58
% o
f res
pond
ents
say
thei
r atti
tude
to d
eliv
ery
chan
ges
acco
rdin
g to
the
valu
e of
the
item
s th
ey
purc
hase
, und
erst
andi
ng th
e ‘s
tore
to d
oor’
deliv
ery
prio
ritie
s of
this
gro
win
g ar
my
of lu
xe s
hopp
ers
is a
top
conc
ern.
54%
say
clea
r, ac
cura
te tr
acki
ng is
an
impo
rtant
con
side
ratio
n fo
r the
m
ajor
ity o
f the
ir pu
rcha
ses.
10
88%
HO
ME
DE
LIV
ER
Y
50%
CO
LLE
CT
IN S
TO
RE
39%
PIC
K-U
P D
RO
P-O
FF
(PU
DO)
22%
WE
EK
EN
D
DE
LIV
ER
Y
20%
DE
LIV
ER
Y T
O
PLA
CE
OF
WO
RK
112
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
CO
NS
UM
ER
DE
MA
ND
FO
R A
CO
NV
EN
IEN
T ‘
GR
EE
N’
EC
O-F
RIE
ND
LY D
EL
IVE
RY
IS
GR
OW
ING
– la
st y
ear 4
7%
of
sho
pper
s to
ld u
s th
ey w
ere
cons
ciou
s of
the
envi
ronm
enta
l im
pact
of
thei
r onl
ine
deliv
erie
s. T
his
year
, tha
t num
ber h
ad c
limbe
d to
51%
, w
ith a
furth
er 5
3%
goi
ng o
n to
say
that
if a
vaila
ble,
they
wou
ld a
lway
s ch
oose
a c
onso
lidat
ed d
eliv
ery
over
mul
tiple
indi
vidu
al d
eliv
erie
s fro
m
eCom
mer
ce s
ites
beca
use
it w
as e
ither
mor
e co
nven
ient
for t
hem
, an
d/or
gre
ener
.
77%
of c
onsu
mer
s ar
e co
nsci
ous
of, o
r ca
re d
eepl
y ab
out t
he e
nviro
nmen
t w
hen
thin
king
abo
ut h
ow th
ey
rece
ive
thei
r del
iver
ies.
FR
EE
DE
LIV
ER
Y I
S N
OW
EX
PE
CT
ED
FO
R E
VE
RY
DA
Y
PU
RC
HA
SE
S –
Thi
s is
the
perc
enta
ge o
f res
pond
ents
who
sai
d fre
e de
liver
y is
thei
r top
con
side
ratio
n fo
r the
maj
ority
of p
urch
ases
they
mak
e. 4
9%
wou
ld
prio
ritIs
e an
onl
ine
prov
ider
if it
offe
red
a lo
yalty
pro
gram
me
feat
urin
g fre
e ne
xt
day
deliv
ery.
INT
ER
NA
TIO
NA
L S
HO
PP
ER
S A
WA
IT T
HE
OU
TC
OM
E
OF
BR
EX
IT N
EG
OT
IAT
ION
S W
ITH
BA
TE
D B
RE
AT
H –
la
st y
ear 5
8%
of c
ross
-bor
der s
hopp
ers
said
it w
ould
be
‘sho
ppin
g as
us
ual’
from
the
UK
once
it e
xits
the
Euro
pean
Uni
on. B
ut fa
st fo
rwar
d to
201
8 an
d 3
3%
of t
his
year
’s in
tern
atio
nal s
hopp
ers
now
say
they
ar
e le
ss c
onfid
ent a
bout
mak
ing
purc
hase
s fro
m U
K eC
omm
erce
site
s,
citin
g co
ncer
ns a
roun
d po
ssib
le h
ighe
r del
iver
y pr
ices
, the
app
licat
ion
of a
dditi
onal
dut
ies
or ta
xes
and
retu
rns
beco
min
g m
ore
com
plex
.
OV
ER
AL
L,
E-T
AIL
ER
S A
PP
EA
R T
O B
E P
ER
FO
RM
ING
WE
LL
AG
AIN
ST
CO
NS
UM
ER
DE
LIV
ER
Y E
XP
EC
TA
TIO
NS
– th
is y
ear 8
7%
sa
id th
eir d
eliv
ery
expe
rienc
e of
bra
nds/
man
ufac
ture
rs h
ad b
een
good
/exc
elle
nt;
and
82
% c
onfir
med
thei
r del
iver
y ex
perie
nce
with
oth
er o
nlin
e m
arke
tpla
ces
was
go
od/e
xcel
lent
. By
com
paris
on, 9
2%
of c
onsu
mer
s ra
nked
thei
r Am
azon
e-d
eliv
ery
expe
rienc
e as
bei
ng g
ood/
exce
llent
.
CA
RR
IER
SE
LE
CT
ION
MA
TT
ER
S –
The
abi
lity
to s
elec
t whi
ch c
arrie
rs
deliv
ers
thei
r onl
ine
purc
hase
s is
bec
omin
g a
top
prio
rity
for m
any
cons
umer
s.
20
17
20
17
20
16
20
18
20
18
42
%47
%
47
% 54
%
62
%
122
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
FA
ST
AN
D F
LE
XIB
LE
D
EL
IVE
RY
132
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
Whe
n it
com
es to
sho
ppin
g w
ith e
Com
mer
ce s
ites,
mor
e th
an h
alf o
f res
pond
ents
(5
4%
), id
entifi
ed fa
st d
eliv
ery
as th
eir t
op o
r sec
ond
mos
t im
porta
nt p
riorit
y:
• En
coun
terin
g sl
ow d
eliv
ery
resu
lted
in c
onsu
mer
s ab
ando
ning
sho
ppin
g ba
sket
s on
the
web
site
s of
reta
ilers
(39
%),
onlin
e m
arke
tpla
ces
like
eBay
and
Ets
y (3
9%
), an
d br
ands
/man
ufac
ture
rs (3
6%
).
• Ev
en A
maz
on d
isap
poin
ted
37
% o
f res
pond
ents
who
sai
d a
slow
del
iver
y re
sulte
d in
a le
ss th
an s
atis
fact
ory
shop
ping
exp
erie
nce
with
the
onlin
e pl
atfo
rm.
Thes
e w
ere
the
top
resp
onde
nts
for o
ne-h
our d
eliv
ery.
Thes
e w
ere
the
dem
ogra
phic
s th
at m
ost d
esire
d ul
tra-fa
st
one-
hour
del
iver
y se
rvic
e in
m
etro
polit
an lo
catio
ns.
SP
EE
D I
S N
OW
CE
NT
RA
L T
O
TH
E C
US
TO
ME
R E
XP
ER
IEN
CE
Rece
ivin
g on
line
purc
hase
s as
fast
as
poss
ible
is im
porta
nt fo
r co
nsum
ers;
aro
und
one-
fifth
(21%
) had
take
n ad
vant
age
of a
sam
e-da
y de
liver
y op
tion
whe
re th
is o
ptio
n w
as a
vaila
ble
to th
em.
Inde
ed, t
his
year
’s re
port
show
s ho
w c
onsu
mer
hun
ger f
or s
uper
-fast
de
liver
y op
tions
app
ears
to b
e on
the
up, w
ith 5
5%
of r
espo
nden
ts
sayi
ng th
ey’d
like
reta
ilers
to offe
r a o
ne-h
our d
eliv
ery
serv
ice
in
met
ropo
litan
are
as. I
n ce
rtain
geo
grap
hies
, sho
pper
s ar
e m
ore
than
ea
ger t
o m
ake
use
of a
one
-hou
r del
iver
y op
tion:
SPA
NIS
H
%77
US
%66
FR
EN
CH%
64
27-
38%
69
MIL
LEN
NIA
L
%67
39
%
39
%
37
%
Reta
ilers
like
Am
azon
and
Alib
aba
set t
he d
eliv
ery
benc
hmar
k ag
ains
t whi
ch c
onsu
mer
s ev
alua
te th
e pe
rform
ance
of o
ther
eC
omm
erce
site
s. A
n im
pres
sive
79
% o
f res
pond
ents
had
pur
chas
ed g
oods
onl
ine
for d
eliv
ery
from
Am
azon
in th
e la
st s
ix m
onth
s, b
ut o
ur s
urve
y sh
ows
that
reta
ilers
, bra
nds
and
othe
r onl
ine
mar
ketp
lace
s ar
e re
spon
ding
wel
l to
the
chal
leng
e of
pro
vidi
ng a
n ‘A
maz
on-li
ke’ d
eliv
ery
expe
rienc
e –
and
in
som
e in
stan
ces
are
outp
erfo
rmin
g th
e eC
omm
erce
gia
nt a
t its
ow
n ga
me:
of th
ose
shop
ping
with
br
ands
/man
ufac
ture
rs
enco
unte
red
pers
onal
ised
de
liver
y op
tions
in
line
with
thei
r usu
al
arra
ngem
ents
, com
pare
d to
28
% o
f tho
se s
hopp
ing
with
Am
azon
.
30
%of
thos
e m
akin
g pu
rcha
ses
from
re
taile
r eC
omm
erce
web
site
s an
d 5
7%
of t
hose
who
bou
ght g
oods
fro
m b
rand
s/m
anuf
actu
rers
’ site
s w
ere
able
to tr
ack
thei
r del
iver
y.
Com
pare
this
to th
e 6
6%
of
Am
azon
sho
pper
s w
ho w
ere
able
to
take
adv
anta
ge o
f thi
s fa
cilit
y.
63
%of
thos
e m
akin
g pu
rcha
ses
from
a b
rand
/m
anuf
actu
rers
’ web
site
ha
d be
en a
ble
to m
ake
in-fl
ight
cha
nges
to th
eir
deliv
ery,
com
pare
d
with
just
25
% o
f A
maz
on c
usto
mer
s.
28
%
142
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
This
yea
r’s s
hopp
ers
rank
ed th
eir l
ast d
eliv
ery
expe
rienc
e w
ith a
n eC
omm
erce
site
as:
53
%A
MA
ZO
N3
9%
AM
AZ
ON
34
%R
ET
AIL
ER
S
54
%O
NL
INE
MA
RK
ET
PL
AC
ES
28
%O
NL
INE
MA
RK
ET
PL
AC
ES
41%
51%
BR
AN
DS
AN
D M
AN
UF
AC
TU
RE
RS
36
%B
RA
ND
S A
ND
MA
NU
FA
CT
UR
ER
S
54
%R
ET
AIL
ER
S
EX
CE
LL
EN
T
GO
OD
79%
OF
RE
SP
ON
DE
NT
S
HA
D P
UR
CH
AS
ED
G
OO
DS
ON
LIN
E F
RO
M
AM
AZ
ON
IN
TH
E L
AS
T
6 M
ON
TH
S
152
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
CO
NS
UM
ER
S W
AN
T D
EL
IVE
RY
TO
BE
FR
EE
, F
AS
T A
ND
AC
CU
RA
TE
of S
pani
sh s
hopp
ers
aban
done
d on
line
mar
ketp
lace
sho
ppin
g ba
sket
s be
caus
e de
liver
y w
ould
take
to
o lo
ng.
47
%of
UK
shop
pers
say
free
de
liver
y w
ould
ince
ntiv
ise
them
to b
uy m
ore
onlin
e du
ring
peak
sal
es p
erio
ds li
ke
holid
ays,
Bla
ck F
riday
and
C
yber
Mon
day.
80
%of
US
shop
pers
had
pu
rcha
sed
mor
e ite
ms
or p
rodu
cts
to ta
ke
adva
ntag
e of
a fr
ee
deliv
ery
optio
n.
82
%of
Can
adia
n sh
oppe
rs a
band
oned
ba
sket
s w
ith o
nlin
e re
taile
rs b
ecau
se
free
deliv
ery
was
no
t ava
ilabl
e.
55
%
Up
from
59
% in
201
7, a
lmos
t tw
o-th
irds
(62
%) o
f co
nsum
ers
said
that
free
del
iver
y ha
s be
com
e th
eir m
ost i
mpo
rtant
con
side
ratio
n w
hen
mak
ing
the
maj
ority
of t
heir
purc
hase
s –
and
just
bec
ause
it’
s fre
e do
esn’
t mea
n th
ey’re
pre
pare
d to
co
mpr
omis
e on
shi
ppin
g tim
es.
So, w
hat a
re th
e co
re e
lem
ents
that
cus
tom
ers
expe
ct a
s a
min
imum
to u
nder
pin
thei
r del
iver
y ex
perie
nce?
Ask
ed to
eva
luat
e th
e to
p ca
uses
of f
rust
ratio
n fo
r de
liver
y ex
perie
nces
that
wer
e no
t sat
isfa
ctor
y,
cons
umer
s ci
ted
thei
r top
issu
es a
s:D
eliv
ery
was
late
r tha
n pr
omis
ed.
49%
Onl
ine
purc
hase
s w
ere
not d
eliv
ered
in li
ne w
ith
the
shop
per’s
requ
este
d tim
e sl
ot.
47%
The
deliv
ery
didn
’t ar
rive
at a
ll.25
%Th
e pa
ckag
e w
as
dam
aged
.15
%
162
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
S W
AN
T M
OR
E
DE
LIV
ER
Y C
HO
ICE
– O
NE
S
IZE
DO
ES
NO
T F
IT A
LL
Con
sum
ers
expe
ct to
enc
ount
er a
rang
e of
del
iver
y op
tions
whe
n sh
oppi
ng o
nlin
e th
at m
atch
thei
r life
styl
e, s
o th
ey c
an s
elec
t the
tim
e,
plac
e an
d de
liver
y m
ode
that
bes
t mee
ts th
eir i
mm
edia
te n
eeds
.
say
they
’d p
riorit
ised
pur
chas
ing
good
s fro
m o
ne e
Com
mer
ce
site
ove
r ano
ther
bec
ause
it p
rovi
ded
mor
e de
liver
y op
tions
.
wer
e th
e m
ost l
ikel
y to
be
tem
pted
to s
witc
h eC
omm
erce
pr
ovid
er if
the
choi
ce o
f del
iver
y op
tions
on
offer
wer
e be
tter
suite
d to
thei
r nee
ds.
OF
FR
EN
CH
CO
NS
UM
ER
S
OF
AL
L C
ON
SU
ME
RS
OF
US
CO
NS
UM
ER
S
OF
SP
AN
ISH
CO
NS
UM
ER
S
• O
ver 8
0%
of s
hopp
ers
in a
ll co
untri
es w
e su
rvey
ed h
ave
utili
sed
a ho
me
deliv
ery
serv
ice
optio
n– s
o th
e pr
essu
re is
on
eCom
mer
ce s
ites
to e
nsur
e sh
oppe
rs a
ren’
t kep
t in
the
dark
abo
ut w
hen
deliv
erie
s w
ill a
rriv
e an
d ke
ep
thei
r del
iver
y pr
omis
es –
or r
isk
disg
runt
led
cust
omer
s ta
king
thei
r fut
ure
busi
ness
els
ewhe
re.
• C
olle
ct in
-sto
re is
a p
artic
ular
ly p
opul
ar c
hoic
e fo
r con
sum
ers
in th
e U
K (6
2%
), U
S (5
6%
), Sp
ain
(55
%) a
nd F
ranc
e (5
5%
).
• D
eliv
ery
to a
pic
k-up
dro
p-off
poi
nt (P
UD
O) h
olds
a s
trong
app
eal f
or
Euro
pean
sho
pper
s, e
spec
ially
thos
e in
Fra
nce
(58
%),
Spai
n (5
0%
) and
the
Net
herla
nds
(46
%).
• O
ne-fi
fth o
r mor
e of
sho
pper
s in
Can
ada
(21%
), G
erm
any
(21%
) and
the
US
(20
%) h
ave
arra
nged
for o
nlin
e pu
rcha
ses
to b
e de
liver
ed to
thei
r pla
ce
of w
ork
– w
ith 2
6%
of U
K an
d Fr
ench
sho
pper
s sa
ying
they
regu
larly
take
ad
vant
age
of th
is o
ptio
n.
• D
eliv
ery
to a
lock
er is
a p
opul
ar o
ptio
n w
ith 3
1% o
f Ger
man
sho
pper
s.
• O
ver a
qua
rter o
f UK
(28
%),
Dut
ch (2
7%
) and
US
(27
%) s
hopp
ers
elec
ted
for a
wee
kend
del
iver
y.
eCom
mer
ce s
ites
also
nee
d to
reco
gnis
e th
at g
eogr
aphi
c pr
efer
ence
s fo
r las
t-mile
del
iver
y va
ry a
nd s
houl
d pl
an th
eir l
ocal
del
iver
y st
rate
gies
ac
cord
ingl
y.
58
%
71%
70
%
60
%
172
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
70
%
81%
79
%
55
%
CO
NS
UM
ER
S W
AN
T D
EL
IVE
RY
ON
TH
EIR
T
ER
MS
– A
ND
HY
PE
R-P
ER
SO
NA
LIS
ED
A g
row
ing
num
ber o
f con
sum
ers
now
exp
ect a
trul
y cu
stom
er-c
entri
c de
liver
y ex
perie
nce
that
’s fl
exib
le e
noug
h to
acc
omm
odat
e th
eir f
ast-c
hang
ing
need
s:
CO
NV
EN
IEN
CE
-OR
IEN
TE
D
CO
NS
UM
ER
S A
RE
RE
AD
Y
AN
D W
ILL
ING
TO
PA
Y
FO
R F
AS
TE
R O
R M
OR
E
SU
ITA
BL
E D
EL
IVE
RY
The
maj
ority
of c
onsu
mer
s (7
0%
) we
surv
eyed
sai
d th
ey s
till
expe
ct to
pay
ext
ra fo
r one
-hou
r del
iver
y, s
ame
day
deliv
ery,
nex
t da
y de
liver
y or
a S
unda
y de
liver
y sl
ot. B
ut s
ome
shop
pers
are
m
ore
will
ing
than
oth
ers:
• U
S (8
1%) a
nd U
K (7
9%
) con
sum
ers
wer
e m
ore
than
pre
pare
d to
pa
y fo
r spe
edy
and
conv
enie
nt s
hipp
ing
optio
ns.
• Sp
anis
h sh
oppe
rs w
ere
the
leas
t ena
mou
red
at th
e id
ea o
f pa
ying
mor
e fo
r spe
ed o
r con
veni
ence
, with
just
55
% s
ayin
g th
ey’d
exp
ect t
o pa
y ex
tra fo
r the
se o
ptio
ns.
With
so
man
y of
toda
y’s
onlin
e sh
oppe
rs p
erce
ivin
g sp
eedy
sh
ippi
ng a
s a
‘mus
t hav
e’ b
enefi
t, di
spla
ying
fast
-del
iver
y op
tions
on
pro
duct
pag
es w
ill re
sona
te w
ell w
ith th
ose
cons
umer
s lo
okin
g to
per
sona
lise
deliv
ery
acco
rdin
g to
thei
r nee
ds.
say
they
’d re
ques
ted
a ch
ange
of d
eliv
ery
date
or l
ocat
ion
afte
r the
ir or
der
had
been
dis
patc
hed.
%30
said
that
if th
is o
ptio
n ha
d be
en a
vaila
ble
to th
em, t
hey’
d ha
ve u
sed
it –
with
6
0%
of F
renc
h sh
oppe
rs a
nd 5
5%
of S
pani
sh s
hopp
ers
mos
t lik
ely
to ju
mp
at
the
oppo
rtuni
ty o
f cha
ngin
g de
liver
y re
quire
men
ts ‘o
n th
e fly
’.%
48
of m
illen
nial
s an
d 4
8%
of s
hopp
ers
aged
27-
38 h
ad re
sche
dule
d as
pect
s of
th
eir d
eliv
ery.
Uns
urpr
isin
gly,
they
are
als
o th
e tw
o gr
oups
mos
t lik
ely
to ta
ke
adva
ntag
e of
this
opt
ion
in th
e fu
ture
with
57
% o
f tho
se a
ged
18-2
6 an
d 6
3%
of
thos
e ag
ed 2
7-38
say
ing
that
if th
ey e
ncou
nter
this
opt
ion,
they
’ll u
se it
.
%40
of a
ll re
spon
dent
s sa
y th
ey e
xpec
t eC
omm
erce
pro
vide
rs to
kno
w w
ho th
ey
are
and
sche
dule
del
iver
y in
line
with
whe
re th
ey a
re ri
ght n
ow –
and
not
to a
fix
ed p
ostc
ode.
Onc
e ag
ain,
mill
enni
als
(31%
) and
thos
e ag
ed 2
7-38
(31%
) hav
e hi
gh p
erso
nalis
ed a
mbi
tions
, as
do s
hopp
ers
in S
pain
(31%
) and
the
US
(31%
).
%25
OF
AL
L C
ON
SU
ME
RS
OF
US
CO
NS
UM
ER
S
OF
UK
CO
NS
UM
ER
S
OF
SP
AN
ISH
CO
NS
UM
ER
S
182
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
INT
ER
NA
TIO
NA
L S
HO
PP
ING
192
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
Cro
ss-b
orde
r eC
omm
erce
is m
akin
g it
easi
er
for c
onsu
mer
s ar
ound
the
wor
ld to
buy
goo
ds
from
oth
er c
ount
ries.
Inde
ed, t
he ra
te a
t w
hich
con
sum
ers
are
goin
g gl
obal
in p
ursu
it of
pro
duct
dea
ls o
r ite
ms
not a
vaila
ble
in-
coun
try is
impr
essi
ve. I
n th
e la
st 12
mon
ths:
For e
Com
mer
ce p
rovi
ders
look
ing
to m
ake
head
way
w
ith th
e gr
owin
g ap
petit
e of
glo
bal c
onsu
mer
s fo
r bu
ying
acr
oss
bord
ers,
com
petin
g w
ith in
tern
atio
nal
plat
form
s lik
e A
maz
on m
eans
they
will
nee
d to
up
thei
r gam
e to
ens
ure
they
del
iver
a s
uper
ior c
ross
-bo
rder
del
iver
y ex
perie
nce
that
exc
eeds
cus
tom
er
expe
ctat
ions
.
Ask
ed a
bout
the
pain
poi
nts
that
det
er th
em fr
om
mak
ing
inte
rnat
iona
l pur
chas
es, r
espo
nden
ts s
aid
the
top
barr
iers
they
’d e
ncou
nter
ed w
ere:
of th
is y
ear’s
resp
onde
nts
had
mad
e be
twee
n 1 a
nd 5
pu
rcha
ses
over
seas
%49
Expe
nsiv
e de
liver
y%
45
Slow
del
iver
y%
28
Hav
ing
to p
ay fo
r del
iver
y%
25
had
mad
e be
twee
n 6
and
10
inte
rnat
iona
l sho
ppin
g fo
rays
%10
said
they
had
mad
e 10
or
mor
e in
tern
atio
nal p
urch
ases
% 8
CO
NS
UM
ER
S W
ILL
SH
OP
IN
TE
RN
AT
ION
AL
LY
202
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
of in
tern
atio
nal s
hopp
ers
chec
k to
see
wha
t add
ition
al c
harg
es
will
be
appl
ied
to p
rodu
ct a
nd
ship
ping
pric
es –
up
from
67
%
in 2
017.
chec
k to
see
wha
t add
ition
al c
harg
es w
ill
be a
pplie
d to
pro
duct
and
shi
ppin
g pr
ices
.
of re
spon
dent
s w
ould
can
cel
thei
r ord
er if
add
ition
al ta
xes
wer
e ap
plie
d to
goo
ds
purc
hase
d or
shi
pped
from
an
othe
r cou
ntry
.
wer
e m
ost l
ikel
y to
aba
ndon
an
onlin
e sh
oppi
ng b
aske
t if t
hey
wer
e pr
esen
ted
with
an
unex
pect
ed a
dditi
onal
cha
rge
for
taxe
s at
che
ckou
t.
33
%
73
%
OF
FR
EN
CH
CO
NS
UM
ER
S
OF
GE
RM
AN
CO
NS
UM
ER
S
OF
DU
TC
H C
ON
SU
ME
RS
43
%
38
%
38
%
OF
US
CO
NS
UM
ER
S
OF
CA
NA
DIA
N C
ON
SU
ME
RS
OF
SP
AN
ISH
CO
NS
UM
ER
S
CR
OS
S-B
OR
DE
R
SH
OP
PE
RS
EX
PE
CT
F
UL
L T
RA
NS
PA
RE
NC
Y
ON
DE
LIV
ER
Y A
ND
A
SS
OC
IAT
ED
CO
ST
S Pr
ovid
ing
qual
ity d
eliv
ery
serv
ices
that
feat
ure
dire
ct s
hipp
ing
to th
e cu
stom
er a
nd u
tilis
ing
a m
ix o
f reg
iona
l and
loca
l car
riers
to
get
goo
ds to
cus
tom
ers
in th
e fa
stes
t pos
sibl
e m
anne
r el
imin
ates
the
risk
of d
eliv
ery
beco
min
g co
nvol
uted
, irr
itatin
g or
exp
ensi
ve fo
r int
erna
tiona
l sho
pper
s.
Sim
ilarly
, giv
ing
cust
omer
s th
e br
oade
st p
ossi
ble
choi
ce o
f la
st-m
ile d
eliv
ery
optio
ns th
at m
atch
thei
r nee
ds a
ll ad
ds u
p to
a
reci
pe fo
r suc
cess
.
But e
Com
mer
ce s
ites
can’
t affo
rd to
ove
rlook
the
basi
cs,
espe
cial
ly w
hen
it co
mes
to e
nsur
ing
that
onl
ine
shop
pers
do
n’t e
ncou
nter
une
xpec
ted
char
ges
on th
e pu
rcha
ses
they
’re
cons
ider
ing.
CO
NS
UM
ER
S C
HE
CK
TO
SE
E W
HA
T A
DD
ITIO
NA
L C
HA
RG
ES
W
ILL
BE
AP
PL
IED
CO
NS
UM
ER
S W
ILL
AB
AN
DO
N B
AS
KE
TS
IF
TH
ER
E A
RE
U
NE
XP
EC
TE
D C
HA
RG
ES
AN
D T
AX
ES
83
%
80
%
75
%
20
18 S
TAT
E O
F E
CO
MM
ER
CE
DE
LIV
ER
Y
212
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
INT
ER
NA
TIO
NA
L S
HO
PP
ER
S’
HA
BIT
S M
AY
R
EA
LIG
N A
FT
ER
BR
EX
IT
Last
yea
r, 5
8%
of c
ross
-bor
der s
hopp
ers
confi
rmed
that
it w
ould
be
‘sho
ppin
g as
usu
al’ a
s fa
r as
they
wer
e co
ncer
ned
once
the
UK
exits
the
Euro
pean
Uni
on. B
ut fa
st fo
rwar
d to
201
8 an
d in
tern
atio
nal s
hopp
ers
seem
co
nfus
ed a
bout
thei
r fut
ure
UK
shop
ping
beh
avio
urs:
58%
said
thei
r dec
isio
n to
buy
goo
ds o
nlin
e fro
m U
K ec
omm
erce
site
s w
ould
rem
ain
unch
ange
d po
st B
rexi
t, w
hile
34
%
said
they
wou
ld b
e le
ss li
kely
to m
ake
purc
hase
s fro
m U
K si
tes.
are
curr
ently
sitt
ing
on th
e fe
nce,
sa
ying
they
don
’t kn
ow if
they
’d
be m
ore
or le
ss li
kely
to m
ake
UK
purc
hase
s.
33
%3
4%
It w
ould
app
ear t
hat t
his
sign
ifica
nt ‘u
ndec
ided
’ coh
ort o
f cro
ss-b
orde
r sho
pper
s ar
e aw
aitin
g th
e ou
tcom
e of
Bre
xit n
egot
iatio
ns to
und
erst
and
exac
tly w
hat t
his
will
mea
n fo
r the
m in
term
s of
the
cost
and
co
mpl
exity
of U
K pu
rcha
ses.
Ask
ed to
eva
luat
e w
hat w
ould
det
erm
ine
thei
r dec
isio
n no
t to
buy
from
the
UK,
resp
onde
nts
cite
d th
ey
wou
ld b
e pu
t off
from
mak
ing
purc
hase
s if:
good
s be
com
e m
ore
expe
nsiv
e th
an lo
cally
addi
tiona
l tax
es a
re
appl
ied
to o
nlin
e pu
rcha
ses
and
deliv
erie
s
retu
rns
beco
me
m
ore
diffi
cult
deliv
ery
cost
s
incr
ease
66%
65%
61%
38%
Last
yea
r, 2
7%
of U
S sh
oppe
rs s
aid
that
pos
t Bre
xit,
they
’d b
e bu
ying
eve
n m
ore
good
s fro
m th
e U
K.
This
yea
r, 3
6%
sai
d th
ey’d
car
ry o
n sh
oppi
ng w
ithin
the
UK.
And
thei
r eag
erne
ss to
car
ry o
n bu
ying
go
ods
from
the
UK
was
mor
e th
an m
atch
ed b
y en
thus
iast
ic C
anad
ian
shop
pers
(39
%).
OF
CR
OS
S-B
OR
DE
R
SH
OP
PE
RS
CO
NF
IRM
ED
TH
AT
IT
WO
UL
D B
E
‘SH
OP
PIN
G A
S U
SU
AL
’
PO
ST
BR
EX
IT
222
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
CO
NS
UM
ER
LO
YA
LT
Y
232
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
LO
YA
LT
Y P
RO
GR
AM
ME
S H
OL
D A
ST
RO
NG
CO
NS
UM
ER
AP
PE
AL
Am
azon
’s P
rime
mem
bers
hip
prog
ram
me
has
prov
ed a
pow
erfu
l eng
ine
for s
ales
gro
wth
, set
ting
the
bar i
n co
nsum
er m
inds
aro
und
wha
t a g
reat
sub
scrip
tion
serv
ice
shou
ld d
eliv
er. I
n fa
ct, 7
4%
of c
onsu
mer
s w
ould
like
the
eCom
mer
ce w
ebsi
tes
they
use
regu
larly
to p
rovi
de a
del
iver
y lo
yalty
pro
gram
me.
Uns
urpr
isin
gly,
con
sum
ers
have
hi
gh e
xpec
tatio
ns w
hen
it co
mes
to d
eliv
ery
loya
lty p
rogr
amm
es. B
ut o
nce
subs
crib
ed, t
he fr
eque
ncy
with
whi
ch th
ey p
lace
ord
ers
is li
kely
to ra
mp
up s
igni
fican
tly.
65
%
of c
onsu
mer
s w
ould
be
inte
rest
ed in
a d
eliv
ery
loya
lty p
rogr
amm
e w
here
mul
tiple
reta
ilers
and
bra
nds
wor
k to
geth
er to
offe
r a p
rem
ium
del
iver
y se
rvic
e. T
his
is p
artic
ular
ly h
igh
in S
pain
(73
%) a
nd U
S (7
4%
).
Ther
e is
a s
igni
fican
t opp
ortu
nity
for r
etai
lers
an
d br
ands
to c
olla
bora
te to
pro
vide
de
liver
y lo
yalty
pro
gram
mes
that
wou
ld
mat
ch h
igh
cons
umer
exp
ecta
tions
:
Stan
ding
out
from
the
crow
d is
one
of t
he b
igge
st c
halle
nges
faci
ng e
Com
mer
ce s
ites.
So,
wha
t doe
s it
take
to d
eliv
er
a st
and
out c
usto
mer
exp
erie
nce
that
goe
s be
yond
fast
shi
ppin
g an
d sa
tisfie
s th
e de
sire
for e
ver-
mor
e co
nven
ient
de
liver
y op
tions
?
of c
onsu
mer
s sa
y th
ey w
ould
prio
ritis
e on
e on
line
eCom
mer
ce p
rovi
der o
ver a
noth
er b
ecau
se o
f its
loya
lty
prog
ram
me;
US
(65
%) a
nd S
pani
sh (5
8%
) sho
pper
s ar
e m
ost e
ntic
ed a
t the
pro
spec
t of e
xcha
ngin
g th
eir s
hopp
ing
loya
lties
in re
turn
for r
efer
entia
l mem
ber s
ervi
ces.
of s
hopp
ers
say
they
’re p
lann
ing
to jo
in a
del
iver
y lo
yalty
pro
gram
me
in th
e co
min
g 12
mon
ths.
of c
onsu
mer
s sa
y th
ey’re
mor
e th
an p
repa
red
to p
ay a
mon
thly
fee
if th
at m
eans
sec
urin
g un
limite
d ne
xt-d
ay d
eliv
ery
on a
ll th
eir o
nlin
e or
ders
.
49
%
25
%
19%
TR
Y-B
EF
OR
E-Y
OU
-BU
Y M
AK
ES
FO
R A
MO
RE
C
ON
VE
NIE
NT
SH
OP
PIN
G E
XP
ER
IEN
CE
eCom
mer
ce s
ites
that
are
stru
gglin
g to
stre
amlin
e th
eir r
etur
ns p
roce
ss w
ill n
eed
to p
repa
re fo
r the
ts
unam
i of d
eman
d th
at w
ill b
e ge
nera
ted
as m
ore
cons
umer
s lo
ok to
take
adv
anta
ge o
f the
try-
befo
re-y
ou-b
uy tr
end.
Inde
ed, 5
8%
of s
hopp
ers
say
they
wou
ld b
e ex
trem
ely
likel
y or
like
ly to
try
out e
Com
mer
ce s
ites
that
offe
red
this
ser
vice
:
of c
onsu
mer
s ad
mit
that
the
conv
enie
nce
of tr
y-be
fore
-you
-buy
repr
esen
ts a
big
dra
w fo
r th
em –
esp
ecia
lly U
S (7
2%
), C
anad
ian
(71%
) and
Spa
nish
(71%
) sho
pper
s.
The
bad
new
s fo
r eC
omm
erce
site
s is
that
54
% o
f res
pond
ents
wou
ld n
ot p
ay m
ore
to ta
ke
adva
ntag
e of
this
opt
ion.
Tha
t sai
d, U
S co
nsum
ers
are
buck
ing
the
trend
on
this
poi
nt, s
ayin
g th
ey’d
pay
for t
he e
ase
and
conv
enie
nce
endo
wed
by
try-b
efor
e-yo
u-bu
y se
rvic
es.
say
for t
hem
, it’s
all
abou
t flex
ible
cus
tom
er s
ervi
ce.
of c
onsu
mer
s sa
id th
ey a
ntic
ipat
ed tr
y-be
fore
-you
-buy
w
ould
redu
ce d
eliv
ery
cost
s on
thei
r onl
ine
orde
rs.
OF
US
CO
NS
UM
ER
S7
3% O
F C
AN
AD
IAN
CO
NS
UM
ER
S6
7% O
F G
ER
MA
N C
ON
SU
ME
RS
62
%
66
%
37
%
242
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
GIV
ING
CO
NS
UM
ER
S
CO
NT
RO
L O
F W
HO
DE
LIV
ER
S
TH
EIR
PA
RC
EL
Hav
ing
the
abili
ty to
cho
ose
the
carr
ier t
hat’s
ent
rust
ed w
ith d
eliv
ery
of th
eir o
nlin
e or
ders
is b
ecom
ing
a to
p pr
iorit
y fo
r sho
pper
s.
MA
NU
FA
CT
UR
ER
RE
TA
ILE
R
AM
AZ
ON
MA
RK
ET
PL
AC
ESO
F A
LL
CO
NS
UM
ER
S OF
AL
L R
ES
PO
ND
EN
TS
OF
US
CO
NS
UM
ER
S
252
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
say
the
eCom
mer
ce s
ite th
ey u
sual
ly s
hop
with
doe
s no
t offe
r the
car
rier s
ervi
ce th
ey li
ke to
use
.
say
the
freed
om to
cho
ose
a la
st-m
ile c
arrie
r is
very
or s
omew
hat
impo
rtant
to th
em. T
his
was
par
ticul
arly
the
case
for 3
1% o
f US
shop
pers
who
vie
w n
ot h
avin
g th
is fa
cilit
y as
a d
eal-b
reak
er w
hen
dete
rmin
ing
whi
ch e
Com
mer
ce p
rovi
der g
ets
thei
r bus
ines
s.
Con
sum
ers
aban
done
d sh
oppi
ng b
aske
ts a
t thi
s ty
pe o
f site
afte
r bei
ng
allo
cate
d a
carr
ier t
hat h
as a
lway
s le
t the
m d
own.
41%
31%
19%
17%
17%
16%
49
%
262
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
RE
TU
RN
S –
BR
IDG
ING
TH
E
EX
PE
CT
AT
ION
GA
P
Ove
r one
-third
(35
%) o
f con
sum
ers
say
they
freq
uent
ly c
heck
an
eC
omm
erce
site
’s re
turn
s po
licy
befo
re m
akin
g a
purc
hase
. A
furth
er 3
8%
som
etim
es c
heck
bef
ore
they
clic
k ‘a
dd to
ba
sket
’.
Con
sum
ers
in S
pain
(41%
) and
Can
ada
(40
%) a
nd th
e U
S (4
0%
) are
the
mos
t dili
gent
whe
n it
com
es to
che
ckin
g an
eC
omm
erce
site
’s re
turn
s po
licy
befo
re d
ecid
ing
whe
ther
to
buy
or n
ot.
Con
sum
ers
in th
e U
S (4
5%
) and
Can
ada
(30
%) w
ere
the
mos
t lik
ely
to e
xpre
ss h
igh
satis
fact
ion
with
the
retu
rns
proc
ess
prov
ided
by
eCom
mer
ce w
ebsi
tes.
By
com
paris
on, E
urop
ean
cons
umer
s w
ere
muc
h le
ss im
pres
sed;
hig
h sa
tisfa
ctio
n sc
ores
ra
nged
from
21%
(Dut
ch s
hopp
ers)
to 2
5%
(Fre
nch
shop
pers
).
of c
onsu
mer
s sa
ying
they
ofte
n or
som
etim
es p
urch
ase
mul
tiple
pro
duct
s on
line
know
ing
they
will
retu
rn s
ome
or
all o
f the
m, t
hose
eC
omm
erce
pro
vide
rs a
ble
to offe
r a
stre
amlin
ed, t
rans
pare
nt a
nd h
assl
e-fre
e re
turn
s se
rvic
e w
ill b
olst
er th
eir b
rand
repu
tatio
ns.
of s
hopp
ers
we
surv
eyed
sai
d an
eC
omm
erce
si
te’s
retu
rns
polic
y ha
d de
terr
ed th
em
from
sho
ppin
g w
ith th
em. S
pani
sh (6
6%
) an
d D
utch
(59
%) c
onsu
mer
s w
ere
the
mos
t lik
ely
to a
band
on a
sho
ppin
g ca
rt du
e to
an
unac
cept
able
retu
rns
polic
y.
repo
rted
findi
ng it
diffi
cult
to fi
nd
info
rmat
ion
abou
t ret
urns
on
an
eCom
mer
ce w
ebsi
te.
41%
%35
56%
42%
272
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
With
retu
rns
prov
ing
a st
umbl
ing
bloc
k fo
r man
y co
nsum
ers,
get
ting
the
retu
rns
expe
rienc
e rig
ht
repr
esen
ts a
gol
den
oppo
rtuni
ty fo
r eC
omm
erce
pro
vide
rs:
of s
hopp
ers
said
they
wou
ld b
e ve
ry li
kely
to
shop
mor
e on
eC
omm
erce
site
s th
at m
ade
the
retu
rns
proc
ess
easi
er; a
n im
pres
sive
4
9%
of U
S sh
oppe
rs a
nd 4
6%
of S
pani
sh
shop
pers
sai
d th
is w
ould
pro
ve a
top
ince
ntiv
e fo
r the
m.
of U
S sh
oppe
rs s
aid
they
wou
ld b
e w
illin
g to
pay
mor
e fo
r a m
ore
conv
enie
nt o
r pr
emiu
m re
turn
s op
tion.
Ger
man
sho
pper
s an
d U
K an
d U
S sh
oppe
rs s
ay
post
ing
thei
r ret
urns
is th
eir p
refe
rred
met
hod
for
send
ing
good
s ba
ck.
Fren
ch s
hopp
ers
seem
spl
it be
twee
n dr
oppi
ng
good
s off
at a
reta
iler’s
sto
re a
nd u
sing
a p
ick-
up
drop
-off
poin
t (PU
DO
).
FR
EN
CH
LOC
AL
PIC
K-U
PG
ER
MA
NU
K A
ND
US
RE
TU
RN
S –
GE
TT
ING
TH
E E
XP
ER
IEN
CE
RIG
HT
FR
EN
CH
RE
TAIL
ER
ST
OR
E
32%
37%
Cou
rier p
ick-
up o
f ret
urns
hel
d th
e m
ost
appe
al fo
r Spa
nish
and
UK
resp
onde
nts.
46%
50%
50%
53%
UK
37%
SPA
NIS
H
47%
282
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
GO
ING
LU
XE
AN
D
GO
ING
GR
EE
N
29
TH
E L
UX
UR
Y S
HO
PP
ER
C
OM
ES
OF
AG
E
Follo
win
g a
tent
ativ
e st
art,
luxu
ry b
rand
s ar
e no
w
raci
ng to
em
brac
e di
gita
l com
mer
ce –
whe
ther
that
’s
partn
erin
g w
ith m
ulti-
bran
d re
tail
site
s or
dev
elop
ing
thei
r ow
n on
line
sale
s po
rtals
- or
bot
h.
Prev
ious
ly, l
uxur
y ha
s be
en s
low
to m
ove
onlin
e, w
ith
man
y br
ands
relu
ctan
t to
embr
ace
eCom
mer
ce fo
r fe
ar o
f red
ucin
g th
eir e
xclu
sivi
ty o
r com
mod
itisi
ng
thei
r offe
rings
.
But l
uxur
y br
ands
are
now
gra
spin
g th
e on
line
oppo
rtuni
ty –
taki
ng in
spira
tion
from
oth
er re
taile
rs
and
mor
e m
ass-
orie
nted
bra
nds
to s
atis
fy th
e as
pira
tions
of a
gro
win
g nu
mbe
r of d
igita
l con
sum
ers
eage
r to
buy
luxu
ry g
oods
onl
ine.
With
luxu
ry e
Com
mer
ce ta
king
off,
the
pres
sure
is
on s
mar
t ret
aile
rs to
pro
vide
uni
que
expe
rienc
es
and
diffe
rent
iate
d de
liver
y op
tions
that
app
eal t
o sh
oppe
rs. W
heth
er th
at’s
a tw
o-ho
ur d
eliv
ery
win
dow
, or
a s
ame-
day
‘whi
te g
love
’ con
cier
ge d
eliv
ery
serv
ice
that
ena
bles
cus
tom
ers
to tr
y on
or v
iew
pr
oduc
ts in
the
com
fort
of th
eir h
ome,
offi
ce o
r hot
el
suite
– a
nd im
med
iate
ly re
turn
unw
ante
d ite
ms.
20
18 S
TAT
E O
F E
CO
MM
ER
CE
DE
LIV
ER
Y
78%
An
impr
essi
ve 7
8%
of c
onsu
mer
s sa
y th
ey’d
pur
chas
ed o
nlin
e go
ods
from
a lu
xury
bra
nd in
the
last
12 m
onth
s, w
ith 4
9%
say
ing
they
’d s
hopp
ed w
ith u
p to
thre
e diffe
rent
bra
nds.
Hom
e de
liver
y pr
oved
the
top
pref
eren
ce fo
r the
maj
ority
(43
%) o
f tho
se m
akin
g lu
xury
item
pur
chas
es.
• U
S sh
oppe
rs w
ere
the
mos
t lik
ely
to h
ead
onlin
e to
eng
age
with
lu
xury
bra
nds
– w
ith 9
1% m
akin
g on
line
purc
hase
s in
the
past
yea
r.
• Si
mila
rly, S
pani
sh (8
9%
), Fr
ench
(88%
) and
Ger
man
(86
%) s
hopp
ers
wer
e en
thus
iast
ic o
nlin
e pu
rcha
sers
of l
uxur
y br
and
item
s.
• D
utch
sho
pper
s w
ere
the
leas
t lik
ely
to m
ake
an o
nlin
e pu
rcha
se
from
a lu
xury
bra
nd (4
0%
).
57
%
55
%
51%
of c
onsu
mer
s sa
id d
eliv
ery
insu
ranc
e w
as a
top
conc
ern.
of c
onsu
mer
s sa
id s
peed
of
del
iver
y w
as im
porta
nt.
of c
onsu
mer
s sc
ored
de
liver
y re
liabi
lity
high
ly.
Ask
ed to
eva
luat
e ho
w th
e de
liver
y of
thei
r lux
ury
item
co
mpa
red
to th
eir o
rdin
ary
onlin
e de
liver
ies,
46
% s
aid
it fe
lt m
ore
secu
re; 4
3%
sai
d th
ere
was
a g
reat
er le
vel o
f per
sona
l ca
re; a
nd 4
2%
sai
d th
e de
liver
y w
as m
ore
cont
rolla
ble
and
track
able
.
How
ever
, 22
% o
f sho
pper
s sa
id th
ere
was
no
disc
erni
ble
diffe
renc
e fro
m th
eir o
ther
eve
ryda
y pu
rcha
ses.
Thi
s is
co
ncer
ning
- lux
ury
by d
efini
tion
shou
ld b
e be
tter.
Luxu
ry
bran
ds w
ill n
eed
to e
nsur
e th
eir d
eliv
ery
is o
f pre
miu
m q
ualit
y in
ord
er to
mat
ch th
e ex
pect
atio
ns o
f lux
e co
nsum
ers.
Inde
ed, w
ith 5
8%
of r
espo
nden
ts s
ayin
g th
eir a
ttitu
de to
de
liver
y ch
ange
s ac
cord
ing
to th
e va
lue
of th
e ite
ms
they
pu
rcha
se, i
t is
unsu
rpris
ing
that
con
cern
s ab
out t
he c
ost o
f de
liver
y fa
lls w
ay d
own
the
list o
f sho
pper
prio
ritie
s w
hen
buyi
ng lu
xury
goo
ds:
302
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
RE
SE
AR
CH
RE
PO
RT
302
018
STA
TE
OF
EC
OM
ME
RC
E D
ELI
VE
RY
CO
NS
UM
ER
SA
VIN
G T
HE
PL
AN
ET
– E
CO
D
EL
IVE
RY
RIS
ES
UP
TH
E
CO
NS
UM
ER
AG
EN
DA
The
evol
ving
pur
chas
ing
pref
eren
ces
of o
nlin
e sh
oppe
rs c
ontin
ue
to re
-sha
pe th
e la
st-m
ile d
eliv
ery
land
scap
e an
d to
day’
s co
nsum
ers
are
incr
easi
ngly
con
cern
ed a
bout
the
eco-
impa
ct o
f the
ir on
line
purc
hasi
ng b
ehav
iour
s:
With
aw
aren
ess
of ‘g
reen
issu
es’ r
isin
g up
the
cons
umer
age
nda,
gi
ving
con
sum
ers
an e
co-fr
iend
ly d
eliv
ery
optio
n lik
e co
nsol
idat
ed
deliv
ery
will
bec
ome
an in
crea
sing
ly im
porta
nt p
oint
of d
iffer
entia
tion
for r
etai
lers
and
bra
nds
look
ing
to e
stab
lish
and
mai
ntai
n st
rong
co
nsum
er-c
entri
c re
latio
nshi
ps.
of c
onsu
mer
s ca
re a
bout
a g
reat
dea
l how
th
eir o
nlin
e de
liver
ies
are
cont
ribut
ing
to
incr
ease
d ca
rbon
em
issi
ons
and
traffi
c co
nges
tion,
with
US
cons
umer
s (4
1%) i
n pa
rticu
lar s
ayin
g th
is is
cau
sing
them
som
e
soul
sea
rchi
ng.
of c
onsu
mer
s no
w s
ay th
ey’re
con
scio
us
of th
e is
sue
– up
from
47
% in
201
7. T
hat’s
es
peci
ally
the
case
for c
onsu
mer
s in
Fr
ance
(62
%),
the
Net
herla
nds
(60
%) a
nd
Ger
man
y (5
6%
).
TH
E C
ON
VE
NIE
NC
E O
F C
ON
SO
LID
AT
ED
D
EL
IVE
RY
SE
RV
ICE
S P
RO
VE
S T
EM
PT
ING
F
OR
ON
LIN
E S
HO
PP
ER
S
Con
solid
ated
del
iver
y se
rvic
es offe
r con
sum
ers
an a
ttrac
tive
oppo
rtuni
ty to
ach
ieve
a ‘t
riple
w
in’ –
giv
ing
them
gre
ater
con
veni
ence
, a s
ingl
e de
liver
y co
st s
avin
g, a
nd th
e ch
ance
to
redu
ce th
e en
viro
nmen
tal i
mpa
ct o
f the
ir on
line
shop
ping
hab
its.
Inde
ed, w
hen
aske
d to
eva
luat
e th
e be
nefit
s of
rece
ivin
g al
l the
ir or
ders
in o
ne c
onso
lidat
ed
deliv
ery,
the
resp
onde
nts
confi
rm g
reat
er c
onve
nien
ce to
ps th
e bi
ll fo
r mos
t sho
pper
s:
Whi
le m
otiv
ated
firs
t and
fore
mos
t by
a de
sire
to s
impl
ify a
nd s
tream
line
how
they
rece
ive
thei
r pur
chas
es, t
he re
sear
ch h
ighl
ight
s ho
w c
onsu
mer
ent
husi
asm
for e
co-in
nova
tions
like
co
nsol
idat
ed d
eliv
ery
serv
ices
is in
crea
sing
ly p
ower
ed b
y a
grow
ing
desi
re to
pur
sue
mor
e su
stai
nabl
e sh
oppi
ng b
ehav
iour
s.
26%
51%
said
they
vie
wed
the
redu
ced
envi
ronm
enta
l im
pact
as
bein
g an
im
porta
nt a
dditi
onal
out
com
e of
opt
ing
for a
con
solid
ated
del
iver
y; th
at’s
es
peci
ally
the
case
for D
utch
(42
%) a
nd G
erm
an (4
1%) s
hopp
ers.
35%
said
that
whe
reve
r a c
onso
lidat
ed s
ervi
ce w
as a
vaila
ble,
they
’d
alw
ays
chos
e th
is o
ptio
n in
pre
fere
nce
to h
avin
g to
pla
n to
rece
ive
mul
tiple
del
iver
ies;
61%
of G
erm
an s
hopp
ers
wer
e pa
rticu
larly
ad
aman
t on
this
poi
nt.
53%
said
that
the
conv
enie
nce
of re
ceiv
ing
all t
heir
good
s in
one
go
was
an
attr
activ
e pr
opos
ition
; 76
% o
f sho
pper
s in
Spa
in h
ighl
ight
ed th
is
as th
e to
p be
nefit
they
’d g
ain.
62%
RE
VIE
W A
ND
FIN
AL
OB
SE
RV
AT
ION
S
• C
onsu
mer
s in
crea
sing
ly e
xpec
t to
be a
ble
to c
ontro
l the
ir ow
n de
liver
y se
rvic
e, u
tilis
ing
the
optio
ns
that
bes
t sui
t the
ir de
liver
y ne
eds
for e
ach
indi
vidu
al o
rder
. Ind
eed,
con
sum
ers
incr
easi
ngly
exp
ect
eCom
mer
ce s
ites
to g
ive
them
opt
ions
for a
lmos
t any
thin
g th
ey c
an im
agin
e do
ing
and
ensu
re
deliv
ery
puts
a c
usto
mer
’s c
onve
nien
ce fi
rst.
• C
onso
lidat
ed d
eliv
ery
serv
ices
repr
esen
t a d
oubl
e w
in fo
r con
sum
ers
– th
ey b
enefi
t fro
m th
e co
nven
ienc
e of
one
sch
edul
ed d
eliv
ery,
plu
s 9
3%
of t
hose
who
sai
d th
ey’d
opt
for a
con
solid
ated
de
liver
y ou
t of c
once
rn fo
r the
env
ironm
ent s
aid
they
bel
ieve
d th
is w
ould
hav
e a
posi
tive
impa
ct o
n im
prov
ing
air p
ollu
tion
and
traffi
c co
nges
tion.
• Re
taile
rs a
nd b
rand
s ne
ed to
kno
w e
very
thin
g ab
out c
onsu
mer
s an
d th
eir f
ast-c
hang
ing
deliv
ery
prio
ritie
s, e
nabl
ing
shop
pers
to e
ngag
e on
thei
r ow
n te
rms
and
take
con
trol o
f dec
idin
g ‘w
hat,
whe
n, h
ow a
nd w
ho’ m
akes
thei
r del
iver
y.
• Be
ing
able
to offe
r con
sum
ers
the
abili
ty to
mak
e ‘in
-flig
ht’ c
hang
es is
bec
omin
g th
e ne
w n
orm
for
deliv
ery
and
retu
rns,
ens
urin
g cu
stom
er s
atis
fact
ion
is h
igh.
• Fr
ictio
nles
s re
turn
s ar
e im
porta
nt to
con
sum
ers
– an
d th
e de
sire
to e
xper
ienc
e try
-bef
ore-
you-
buy
serv
ices
is o
n th
e ris
e. R
etai
lers
and
bra
nds
will
nee
d to
pre
pare
for i
ncre
ased
vol
umes
of r
etur
ns,
and
initi
ate
stra
tegi
es to
faci
litat
e a
smoo
th a
nd effi
cien
t ret
urns
ser
vice
.
20
18 S
TAT
E O
F E
CO
MM
ER
CE
DE
LIV
ER
Y
Con
sum
ers
view
del
iver
y as
a p
ivot
al m
omen
t in
thei
r onl
ine
shop
ping
exp
erie
nce
– it’
s th
e re
ason
why
the
last
mile
is
incr
easi
ngly
focu
sed
on e
nabl
ing
an e
xem
plar
y co
nsum
er d
eliv
ery
expe
rienc
e th
at b
uild
s br
and
repu
tatio
n an
d lo
yalty
.
As
eCom
mer
ce m
arke
ts m
atur
e, s
o do
con
sum
er e
xpec
tatio
ns
arou
nd w
hat a
gre
at e
-del
iver
y ex
perie
nce
look
s lik
e. B
ut, a
s th
is y
ear’s
rese
arch
sho
ws,
eC
omm
erce
pro
vide
rs a
re la
rgel
y ris
ing
to th
e ch
alle
nge:
88
% o
f res
pond
ents
sai
d th
at, a
ll th
ings
co
nsid
ered
, the
y w
ere
posi
tive
abou
t the
del
iver
y pe
rform
ance
of
the
eCom
mer
ce s
ites
they
’d s
hopp
ed w
ith in
the
last
12 m
onth
s.
How
ever
, for
cus
tom
ers
the
defin
ition
of w
hat c
onst
itute
s a
fast
de
liver
y ke
eps
getti
ng s
horte
r – e
ven
whe
n de
liver
y is
free
. And
w
hile
cer
tain
cat
egor
ies
of c
usto
mer
s ar
e w
illin
g to
pay
for f
aste
r se
rvic
e or
gre
ater
del
iver
y pr
ecis
ion,
oth
ers
are
reso
lute
that
th
ey’ll
onl
y sh
op w
ith e
com
mer
ce s
ites
whe
re s
tand
ard
deliv
ery
is
prov
ided
for f
ree.
Reta
ilers
and
bra
nds
will
nee
d to
mas
ter n
ew c
apab
ilitie
s an
d in
nova
te to
kee
p up
with
fast
evo
lvin
g cu
stom
er e
xpec
tatio
ns. A
s th
e ba
ttle
to w
in o
nlin
e cu
stom
er lo
yalty
inte
nsifi
es a
roun
d th
e w
orld
, the
pre
ssur
e is
on
to offe
r a ri
ch ‘p
acka
ge’ o
f loc
al d
eliv
ery
optio
ns a
nd s
peci
alis
t car
rier s
ervi
ces
that
cat
er to
the
grow
ing
coho
rts o
f int
erna
tiona
l, lu
xe a
nd e
co-c
onsc
ious
sho
pper
s.
32
20
18 S
TAT
E O
F E
CO
MM
ER
CE
DE
LIV
ER
Y
DE
LIV
ER
Y E
XC
ELL
EN
CE
EV
EN
TS
Met
aPac
k re
gula
rly h
osts
Del
iver
y Ex
celle
nce
wor
ksho
ps. I
f you
are
inte
rest
ed in
fin
ding
out
mor
e, s
impl
y co
ntac
t us
via
even
ts@
met
apac
k.co
m.
TH
E D
ELI
VE
RY
CO
NF
ER
EN
CE
GLO
BA
L, 2
6th
Fe
bru
ary
20
19
Met
aPac
k ho
st th
e la
rges
t gat
herin
g of
eC
omm
erce
Del
iver
y ex
perts
at t
he
Del
iver
y C
onfe
renc
e, h
eld
in L
ondo
n. V
isit
the
de
live
ryco
nfe
ren
ce.c
om
for e
vent
de
tails
. Tic
kets
for r
etai
lers
and
bra
nds
to a
ttend
The
Del
iver
y C
onfe
renc
e ar
e fre
e.
CO
NS
UM
ER
RE
SE
AR
CH
: EC
OM
ME
RC
E D
ELI
VE
RY
DA
TA S
ET
S
Met
aPac
k ha
s be
en p
rodu
cing
the
Stat
e of
eC
omm
erce
Del
iver
y C
onsu
mer
Re
sear
ch R
epor
t for
five
yea
rs. N
eed
to s
ee o
r und
erst
and
the
data
beh
ind
the
stat
istic
s? P
erha
ps y
ou w
ant t
o un
ders
tand
the
glob
al tr
ends
beh
ind
the
fact
s?
Feel
free
to c
onta
ct u
s vi
a in
fo@
Me
taP
ack
.co
m fo
r fur
ther
info
rmat
ion
and
insi
ght.
RE
QU
ES
T A
DE
MO
Met
aPac
k w
orks
with
the
wor
ld’s
lead
ing
reta
ilers
and
bra
nds
to o
ptim
ise
eCom
mer
ce d
eliv
ery.
A s
ingl
e in
tegr
atio
n to
Met
aPac
k’s
SaaS
sol
utio
n op
ens
up a
cat
alog
ue o
f 470
car
riers
and
5,0
00 d
eliv
ery
optio
ns. W
ant t
o kn
ow m
ore?
Re
ques
t a d
emo
me
tap
ack
.co
m/r
eq
ue
st-a
-de
mo
/.
QU
ES
TIO
NS
?
Cal
l us
and
spea
k w
ith a
n eC
omm
erce
Del
iver
y M
anag
emen
t exp
ert t
o an
swer
an
y qu
estio
ns y
ou m
ay h
ave:
U
nit
ed
Kin
gd
om
: +44
20
7843
672
0 | G
erm
an
y: +
49 2
226
157
468
0 F
ran
ce: +
34 6
70 2
38 0
02 |
Po
lan
d: +
48 6
8 41
2 77
00
Ne
the
rla
nd
s: +
31 2
0 75
46 5
57 |
Un
ite
d S
tate
s: +
1 877
847
226
5
AB
OU
T M
ETA
PA
CK
Met
aPac
k is
the
lead
ing
prov
ider
of e
Com
mer
ce d
eliv
ery
man
agem
ent
tech
nolo
gy to
glo
bal r
etai
lers
and
bra
nds.
Fou
nded
in 19
99, M
etaP
ack
help
s e-
com
mer
ce a
nd d
eliv
ery
prof
essi
onal
s to
mee
t with
the
cons
umer
’s g
row
ing
expe
ctat
ions
of d
eliv
ery,
whi
lst m
aint
aini
ng a
nd o
ptim
isin
g op
erat
iona
l effi
cien
cy.
Met
aPac
k’s
SaaS
sol
utio
n off
ers
a w
ide
rang
e of
per
sona
lised
del
iver
y se
rvic
es,
from
glo
bal o
rder
trac
king
to s
impl
ified
retu
rn p
roce
dure
s, th
roug
h th
e la
rges
t lib
rary
of 4
70 c
arrie
rs a
nd 5
,000
ser
vice
s th
at s
pan
ever
y co
untry
in th
e w
orld
. Th
anks
to M
etaP
ack,
mor
e th
an 5
50 m
illio
n pa
ckag
es a
re s
ent a
nnua
lly b
y m
any
of th
e w
orld
’s le
adin
g e-
com
mer
ce re
taile
rs. M
etaP
ack
is a
who
lly-o
wne
d su
bsid
iary
of S
tam
ps.c
om (N
asda
q: S
TMP)
.
Mor
e in
form
atio
n: m
eta
pa
ck.c
om
AB
OU
T R
ES
EA
RC
H N
OW
Rese
arch
Now
Gro
up, I
nc.,
is th
e gl
obal
lead
er in
dig
ital d
ata
colle
ctio
n to
pow
er
anal
ytic
s an
d in
sigh
ts. I
t ena
bles
dat
a-dr
iven
dec
isio
n m
akin
g fo
r its
3,5
00 m
arke
t re
sear
ch, c
onsu
lting
, med
ia, a
nd c
orpo
rate
clie
nts
thro
ugh
its p
erm
issi
on-b
ased
ac
cess
to m
illio
ns o
f dee
ply-
profi
led
cons
umer
s us
ing
onlin
e, m
obile
, soc
ial m
edia
an
d be
havi
oura
l dat
a co
llect
ion
tech
nolo
gy p
latfo
rms.
The
com
pany
ope
rate
s in
m
ore
than
35
coun
tries
, fro
m 2
1 offi
ces
arou
nd th
e gl
obe,
and
is re
cogn
ized
as
the
qual
ity, s
cale
and
cus
tom
er s
atis
fact
ion
lead
er in
its
indu
stry
.
Mor
e in
form
atio
n: re
sea
rch
no
w.c
om
