DWF logo

Search

DWF logo

          Delivering on Expectations

          As part of our Global Consumer Report, we asked 10,000 consumers globally about their online retail delivery preferences.

          Delivering on Expectations

          When it comes to delivery, consumer expectations seem to revolve around next-day delivery - chosen as the preferred method consistently in the US (78%), ROI (70%), the UK (68%), Germany (65%), Australia (65%) and France (62%). 

          However, next day is arguably already considered the standard delivery method in most developed retail markets. Perhaps more interesting is to look at speedier options. In particular, same day has generated a lot of noise in the market but many have argued the method is not profitable unless a retailer has a large store estate to fulfil orders from, or has signed a deal with a retailer that does.

          Same-day delivery is important in the UAE and Kenya, where it surpasses next day as the preferred delivery method. Interestingly, the US, China and Australia round out the top five for same day, despite the wide expanses of these countries. This shows that internationally consumers are beginning to expect speedier fulfilment, and retailers will need to be set up to be able to deliver this.

          The other big emergent trend is certainty. Consumers want to know exactly when they will receive their goods. The next most popular delivery choices internationally were named day, collect in store and time slot.

          It was hard to miss the change in the data protection legislation across the EU in May 2018 and global businesses are still adapting as they look to trade in, and with, Europe. In the digital age, targeted advertising is opening up huge opportunities for retailers, but it is more important than ever that businesses ensure their data systems are secure and crisis management is in place as any business can suffer a breach.

          In terms of supply chain, it is clear efficient forward logistics are vital to meet consumer demand but, in a world where customers want to ‘try’ goods at home before returning them, it is equally important to ensure reverse supply chain and reverse payments systems work smoothly. Do your logistics contracts and supply chain arrangements address this and are your teams dealing with returns able to spot if the items being returned are fake?

          Five key takeaways

          • Next day is by far the most popular delivery method.
          • Same day is increasing in popularity, even in large geographical markets.
          • Internationally, consumers want certainty.
          • Specific options such as time slot will increase in importance.
          • Retailers must offer a broad set of delivery options.

           

          Download your copy of The Global Consumer 2019 here >

          Methodology 

          The DWF and Retail Week Global Consumer 2019 report surveyed 1,000 consumers in each of the following jurisdictions: Australia, China, France, Germany, Italy, Kenya, the United Arab Emirates, the Republic of Ireland, the UK and the US. Research took place in October 2018.

          People

          Hilary Ross

          • Head of Retail, Food & Hospitality // Executive Partner (London)

          Ed Meikle

          • Partner // Head of Retail Group

          Dominic Watkins

          • Partner // Head of Food Group

          We use cookies to give you the best user experience on our website. Please let us know if you accept our use of cookies.

          Learn More

          Your Privacy

          When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. We mainly use this information to ensure the site works as you expect it to, and to learn how we can improve the experience in the future. The information does not usually directly identify you, but it can give you a more personalised web experience.
          Because we respect your right to privacy, you can choose not to allow some types of cookies. Click on the different category headings to find out more and change permissions. However, blocking some types of cookies may prevent certain site functionality from working as expected

          Functional cookies

          (Required)

          These cookies let you use the website and are required for the website to function as expected.

          These cookies are required

          Tracking cookies

          Anonymous cookies that help us understand the performance of our website and how we can improve the website experience for our users. Some of these may be set by third parties we trust, such as Google Analytics.

          They may also be used to personalise your experience on our website by remembering your preferences and settings.

          Marketing cookies

          These cookies are used to improve and personalise your experience with our brands. We may use these cookies to show adverts for our products, or measure the performance of our adverts.