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PwC’s Global Consumer Insights Survey 2018

PwC’s Global Consumer Insights Survey indicates that e-retailers have raised shoppers’ expectations for fast, flexible and reliable shipments of their purchases.

  • Consumers are willing to pay more for same-day or faster delivery.
  • Older shoppers (ages 65 or older) place a greater premium on being able to choose their delivery times.
  • Shoppers care more about delivery method and speed than about who’s doing the actual delivering.
  • Logistics companies will need to focus on ‘digital fitness’, cost efficiency, asset productivity and innovation if they want to meet shopper expectations.

Consumers prize fast, flexible and reliable service

When asked about what factors, other than price, sway consumers to buy from a particular retailer, nearly a quarter of survey respondents named fast/reliable delivery and 23% said they value a good returns policy.

We then pushed for more detail by probing shoppers’ delivery preferences if certain services were offered at no extra cost. Close to two-thirds said that free return shipping was the most desirable.

Sweet spot for retailers and their delivery partners

The survey reveals that consumers are willing to pay more for same-day or faster delivery. Over 40% of online shoppers said they would pay an extra charge for same day delivery and a quarter of respondents said they would dip into their wallets to be sure of getting their packages within a one- or two-hour window of their choosing. And shoppers ages 65 or over were 8% (52% vs. 44%) were more likely to choose delivery at a specific time slot.

Make way for drones – perhaps

The survey found that shoppers care more about delivery method and speed than about who’s doing the actual delivering. More than a third of all respondents indicated that they would consider a drone to deliver their products.

The impact for transport and logistics businesses

Transportation and logistics companies will need to focus on ‘digital fitness’, cost efficiency, asset productivity, and innovation if they want to meet the rapidly changing expectations of shoppers. Building and refining these and other capabilities, and then bringing them to scale across the enterprise will be key as they translate the strategic into the everyday.

Contact us

John G. Maxwell
Global Consumer Markets Leader, PwC United States
Tel: +1 (646) 471 3728
Email

Hans Borghouts
Global Consumer Markets Advisory Leader, PwC Netherlands
Tel: +31 (0) 88 792 76 71
Email

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