The majority of German online shoppers want flexible delivery times and more transparency in the supply chain, with estimated delivery times and real-time tracking, two recent representative surveys by Bitkom and YouGov revealed.
According to the study by the Bitkom digital association, customers now expect flexible, and above all, innovative delivery methods. Two-thirds (66%) of the online shoppers surveyed would like their orders to be delivered on a day of their choice. A third (33%) of the respondents would like to be able to change the delivery location on the day of delivery.
Almost as many (32%) want their parcels to be delivered to a provider-neutral, personal parcel box next to their own mailbox so they don’t need to be present at the time of delivery.
“With online trade, the delivery business is also booming. At the same time, customers' expectations are rising. They want to be able to track online where their parcel is at any time and when the delivery will take place," Bitkom expert Julia Miosga said. "For this reason, parcel operators will no longer be able to avoid online tracking of parcel deliveries in real time and notifications by e-mail or SMS. In addition to speed, reliable and safe delivery is part of a good service for customers.“
A third of the 1,150 survey respondents (including 1,100 online shoppers) expressed interest in fast delivery, with 35% of online shoppers willing to use same-day delivery for their online orders while 11% have already used it. As for same-hour delivery, 28% expressed interest but only 5% have already used it. There is a greater demand for the Click & Collect service with 22% ordering products online and picking them up at the store.
"Click & Collect is a great way for retailers to simplify shopping across channels. The products deposited in the store can be checked or tried on before purchase. Customers can also profit from a final consultation while at the store. In addition, there are no shipping costs or waiting times at the post office for customers," Miosga said.
The demand for home deliveries with parcel couriers being given access via smart lock, one-time password or face recognition is fairly low (13%), the Bitkom survey found. Such delivery methods are particularly in demand for the delivery of perishable goods such as food. Car trunk deliveries don’t seem to be in high demand either, with only 8% of the respondents expressing interest in this delivery method.
Among younger shoppers, there is a greater interest in these alternative delivery methods. Thus, 17% of the respondents aged between 14- 29 are willing to give parcel operators access to their homes during their absence while 13% would be interested in getting their parcels delivered to the car trunk.
According to a separate study by YouGov, commissioned by the Infor GT Nexus Commerce Network, German consumers want to have more insight into the delivery processes of their parcels, otherwise they are likely to switch to another brand/retailer.
Thus, the majority (72%) of the 2,100 respondents in Germany expect regular updates on the current status of their orders. Of these, 40% consider estimated delivery time as the most important factor when making a purchase decision. For 37%, this is particularly important when their orders are delivered at home or to a specific location for collection. If they do not receive the information about the current status of their orders, 41% change the brand without hesitating.
Customers are particularly willing to switch brands when it comes to food (60%) and household goods (56%), followed by clothes (39%) as well as health and beauty articles (36%). But also when it comes to high-tech products (30%), furniture (30%) and even automotive products (13%), supply chain performance is an important aspect for end consumers in their purchasing decisions, the survey further revealed.
"Supply chain transparency is often cited as the basis for innovation and transformation," Greg Kefer, Vice President of Marketing at Infor GT Nexus Commerce Network, said. "Companies need to keep track of the full scope of their global supply chains to identify gaps and make improvements.“
However, a recent survey conducted by Geodis among 623 supply chain managers shows that only 6% of companies achieve complete supply chain transparency.
When working with business customers, Infor has also repeatedly found that end users expect products to be delivered one day after the order has been placed or even on the same day.
In addition, the results of the YouGov survey suggest that this expectation goes beyond e-commerce/retail and also covers other industries. "End users get a detailed insight into the status and localisation of their product and bring the performance of the supply chain into direct connection with brand preference," Kefer said.
“Finally, B2B companies must also be aware that their customers are also consumers who see innovation in the supply chain (or a lack thereof) with their own eyes when they shop online or via mobile devices. Consumers now expect supply chain transparency at all levels as part of the brand experience.”
