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Online Consumers Want More Control Over Their Deliveries

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Digital shoppers desire more authority over the time, location and receiving method of their deliveries.

According to a recent Deutsche Post DHL Group study, speed isn’t a major concern among online consumers. Instead, 78 percent of online consumers wished to select their delivery times, 68 percent wanted control over their delivery dates and 94 percent of online consumers said they desired more delivery location options, such as DHL’s Packstations and trusted neighbors.

“E-tailers need fully-managed delivery solutions that can adapt to, answer, and meet consumers’ ever-changing demands, without putting extra burden on their own resources, if they’re to win over consumers in a market where speed no longer comes first,” DHL eCommerce Asia Specific CEO Malcolm Monteiro said. He noted similar preferences among Asia Pacific online consumers that also desired more control over the delivery process.

Today, digital shoppers are more concerned about when and where their deliveries arrive, not necessarily how fast they come at their designated place. Although 66 percent of e-commerce shoppers said quick deliveries were important to them, the study found that a majority of consumers were more preoccupied about the date, destination and pick-up of their packages.

Delivery transparency was also highly important to online consumers. Eighty-eight percent of digital shoppers said they wanted full shipment tracking access. Knowing the name of the shipping company was also key for consumers (84 percent), in addition to e-tailers providing shipment tracking portals (85 percent) for a more involved e-commerce experience.

“A successful delivery is no longer solely determined by the speed of the last mile; it requires a whole new level of digital infrastructure from real-time fleet tracking to SMS alerts and mobile apps,” Monteiro said. He added, “Providing that level of visibility determines how much trust customers will put in any e-commerce brand, and how effectively it can grow and maintain customer loyalty.”

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