High service expectations meet low payment morale: In the Germany-wide online survey for the E-Commerce Monitor 2022, almost 2,000 panelists responded to questions about online shopping and parcel delivery in Germany. The results have now been published.
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Consumer expectations for online shopping and delivery services in Germany
Is there sufficient demand for same-day delivery, parcel lockers and the like? How important is sustainable packaging and environmentally friendly transport to consumers? What are consumers willing to pay for sustainability measures? What are reasons for quitting an online merchant? This year’s report answers these and other questions.
For the fourth year in a row, Spectos collected consumer opinions from its market research panel mailagents to identify important quality criteria and service expectations for e-commerce and parcel delivery. The survey for the E-Commerce Monitor 2022 was launched on Black Friday and resumed for 2 weeks. With nearly 2,000 answers, valuable insights have been gained on the topics of online shopping, delivery, returns, out-of-home alternatives, especially parcel lockers and parcel boxes, and sustainability.
The results of the Germany-wide online survey provide players from online retail and the CEP industry with useful findings on consumer opinions, demographic characteristics, and niche products and services.
The voices of today for the offerings of tomorrow: key findings for postal, logistics and e-commerce
And here are the 5 top learning from this year’s research:
- German consumers expect sustainable practices in e-commerce and parcel delivery, without having to pay a surcharge for them.
- Although there is a wide range of flexible delivery and return models, consumers prefer close proximity to their home address.
- Top customer service is the be-all and end-all for the customer experience and to ensure customer loyalty.
- Especially smaller e-commerce merchants need reliable delivery partners: every call and email about the whereabouts and condition of the goods is very expensive!
- Proactive action is required to stay ahead of the game. Instead of waiting for the customer to complain, quality monitoring measures such as live tracking, runtime measurement, and mystery shopping should be common practice.
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