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Monthly Archive 28 August 2020

Asia-Pacific consumers ‘unhappy’ with their online delivery experience




Asia-Pacific consumers report being unhappy with their online product delivery experience.

With consumers stuck at home because of Covid-19 restrictions, a shift in delivery needs and preferences towards contactless ‘click and collect’ has significantly increased in demand.

According to a study by BluJay Solutions, only 22% of Apac consumers have had their delivery expectations met.  The report reveals that contactless delivery options are becoming more popular.  However, consumers’ expectations for transparent, reliable, and accurate delivery information often falls below expectations.

More than 7000 shoppers throughout the region were surveyed in Australia, New Zealand, Singapore, Thailand, Philippines, Malaysia, and Indonesia.  The primary purchases were mostly clothing, footwear, small electronics, groceries, and supplements and beauty products.

The study reveals that the delay in delivery accounts for the most significant problem.

The areas for improvement that retailers and carriers should consider include new communication channels with customers, transparency, and accuracy of delivery and collection times to help ensure a seamless and safe delivery.

With consumers now preferring contactless, same-day, or next-day delivery, retailers and carriers need to carefully reassess managing this new model moving forward.