E-COMMERCE MARKETPLACES FROM LOGISTICS TO THE PERFECT DELIVERY EXPERIENCEIn order to better understand European consumers’ expectations of e-commerce in terms of services and customer experience, Ipsos and Octopia conducted a 2022 study in several European countries, interviewing a representative panel of approximately 1000 online shoppers per country. Which assets are key to going above and beyond online shoppers’ expectations? Which bad experiences are most likely to break their trust in the long run? These results con?rm the importance of the quality-price- delay triad on which Octopia is positioned.THE COVID CRISIS ACTED AS AN ACCELERATOR OF CHANGE International marketplaces have imposed new standards of faster, cheaper delivery which have increased e-buyers’ expectations. In several European countries, couriers have been able to adapt, and today’s “standard“ delivery is now as fast as yesterday’s express delivery. Over the last two years, e-commerce growth has accelerated through the recruitment of new customers, who had until then been reluctant to shop online, but also through an increase of online purchases among existing users. This context generated new