。TABLE OF CONTENTS
1 INTRODUCTION --
2 STUDY METHODOLOGY---
3 EXECUTIVE SUMMARY-----
4 KEY FINDINGS -----
5 FAST AND FLEXIBLE DELIVERY -------
6 INCREASING CONSUMER LOYALTY -
7 INTERNATIONAL SHOPPING -----------
8 GOING LUXE AND GOING GREEN--
9 REVIEW AND FINAL OBSERVATIONS-----------
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2018 STATE OF ECOMMERCE DELIVERY1. INTRODUCTION
The eCommerce battleground is increasingly focused on who can best meet growing consumer expectations for
shopping experiences that are simple, fast, reliable and – above all – convenient.
It comes as no surprise, then, that customer-centric delivery now represents a key diferentiation point for
e-tailers looking to win the biggest share of consumer spend.
Providing deep insights into what consumers want when it comes to delivery, the 2018 State of eCommerce
Delivery: MetaPack Consumer Research Report examines how the delivery choices shoppers in North America
and Europe encounter infuence the purchasing decisions they make.
This North American Market Insights report delivers a detailed assessment on how consumers in Canada and the
United States (US) increasingly expect to be able to determine exactly when, where and how they receive their
online purchases and which carrier is trusted with the delivery of their goods.
2. STUDY METHODOLOGY
Research for this report was conducted online in July 2018 with 1,022 consumers in the US and Canada as part of
a global study. In total 3,597 consumers in the UK, France, Germany, the Netherlands, Spain, Canada and the US
were surveyed on behalf of MetaPack by Research Now, a global leader in digital data collection.
Aged over 18, all survey participants had made an online purchase in the last six months and the survey sample
was designed to ensure equal respondent weighting between the seven geographic regions within which the
feldwork was undertaken: Canada (511), France (510), Germany (510), the Netherlands (509), Spain (510), the UK
(528) and the US (511).
3. EXECUTIVE SUMMARY
An excellent consumer delivery experience can be a key diferentiator for retailers and brands. In this year’s report
we explore key themes to help retailers and brands understand what consumers expect.
Firstly, Fast and Flexible Delivery. 81% of US consumers will pay more for faster delivery or a more convenient option.
Getting it right for today’s time-pressed consumers means delivering their online orders rapidly and to their specifc
requirements.
Secondly, International Shopping. 18% of US and 14% of Canadian consumers had made 6 to 10 purchases abroad in
the last 12 months. Consumers expect full transparency on delivery and associated costs when buying abroad.
Thirdly, Consumer Loyalty. 65% of US and 50% of Canadian consumers would prioritize shopping with one online
provider over another if it ofered a loyalty program featuring next day delivery.
Finally, we discuss Going Luxe and Going Green. Consumers are increasingly eco-conscious and choosing
consolidated deliveries.
With a wealth of choice at their fngertips, should eCommerce providers fail to get the end-to-end e-delivery
experience right, these well-practiced digital shoppers will make e-tailers fght even harder for their loyalty.
2018 STATE OF ECOMMERCE DELIVERYECOMMERCE DELIVERY TRENDS:
CONSUMER PREFERENCES
of consumers have purchased more items to take
advantage of a minimum spend ‘free delivery’ option.
82%73%
USUSCANADIANCANADIANGLOBALGLOBAL
of consumers say a positive delivery experience
incentivises them to shop with an e-tailer again.
of consumers chose to purchase goods from one online
provider over another because they provided more
delivery options.
US
US
US
US
US
US
CANADIAN
CANADIAN
CANADIAN
CANADIAN
CANADIAN
CANADIAN
GLOBAL
GLOBAL
GLOBAL
GLOBAL
GLOBAL
GLOBAL
While home delivery retains a strong appeal for 83% of US and 81% of Canadian consumers, many utilized a range of
other options to secure the most convenient time or location to take receipt of their orders:
of shoppers collected their purchases in store.of shoppers used a local pick-up point or shop.
of shoppers scheduled deliveries to their place of work.
of consumers now want eCommerce providers to
ofer a one-hour delivery in metropolitan areas.
of shoppers opted for a weekend delivery.
79%67%75%61%
70%
56%
27%
65%
23%
20%
59%
45%
17%
54%
27%
21%
58%
50%
22%
55%
39%
20%
of consumers would prioritize shopping with one online
provider over another if it ofered a loyalty program
featuring free next day delivery.
USCANADIANGLOBAL
65%50%49%
2018 STATE OF ECOMMERCE DELIVERY。。。。。。