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Speed Isn’t Everything: It’s Control that Online Shoppers Crave in e-Commerce Logistics

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— DHL survey finds that online shoppers value choice of delivery times and locations over the speed of their deliveries
— Online shoppers also want greater visibility of their orders, including easily-accessible shipment tracking and the delivery company responsible

SINGAPORE /PRNewswire/ — E-tailers will only remain competitive if they give customers greater control over where, when, and how they receive their deliveries, according to a study conducted by Deutsche Post DHL Group.

DHL reveals wishes of online shoppers for their parcel receipt
DHL reveals wishes of online shoppers for their parcel receipt

“Speed isn’t everything,” said Charles Brewer, CEO, DHL eCommerce. “Through the survey of more than 1000 online shoppers in Germany, we found out that 78% of e-commerce customers wish to specify the time for their deliveries, while 68% want control over the date when their orders arrive. Online shoppers also gain satisfaction from a greater choice of delivery location as 94% of respondents said they were very happy when they could specify parcel lockers like DHL’s Packstations as alternative delivery addresses, while one in every two said they would like the option to deliver to their trusted neighbors in their absence.”

Drawing similarities with the trends in Asia Pacific, Malcolm Monteiro, CEO, DHL eCommerce Asia Pacific noted that, “In a region where fast deliveries have become the norm, Asian e-tailers can no longer differentiate themselves on speed alone. We’ve also seen a growing number of e-tailers in Asia seek greater customization and flexibility in the range of delivery options we offer to their customers.”

In fact, control over delivery time and location appear to matter more than how quickly a parcel arrives — only 66% of e-commerce shoppers in the study said quick deliveries were important to them.

The survey also found that 88% of online shoppers interviewed want direct access to shipment tracking, while 84% want to know the name of the company making the delivery. Eighty-five percent of the consumers involved also said direct links to shipment tracking portals were an essential part of the e-commerce experience.

Commenting on the results, Monteiro commented that, “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.”

“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,” 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.”

– End –

Media Contact:
DHL eCommerce
Cheryl Han / Monica Ng
Email: /

DHL – The logistics company for the world

DHL is the leading global brand in the logistics industry. Our DHL family of divisions offer an unrivalled portfolio of logistics services ranging from national and international parcel delivery, e-commerce shipping and fulfillment solutions, international express, road, air and ocean transport to industrial supply chain management. With about 340,000 employees in more than 220 countries and territories worldwide, DHL connects people and businesses securely and reliably, enabling global trade flows. With specialized solutions for growth markets and industries including technology, life sciences and healthcare, energy, automotive and retail, a proven commitment to corporate responsibility and an unrivalled presence in developing markets, DHL is decisively positioned as “The logistics company for the world”.

DHL is part of Deutsche Post DHL Group. The Group generated revenues of more than 59 billion euros in 2015.

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Source: DHL

Written by asiafreshnews

September 28, 2016 at 5:53 pm

Posted in Uncategorized

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