Retail in Asia

In Trends

What matters most to online shoppers

Arsenie Krasnevsky /

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.

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 customisation and flexibility in the range of delivery options we offer to their customers,” he said.

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Control over delivery time and location appear to matter more than how quickly a parcel arrives — only 66 percent of e-commerce shoppers in the study said quick

Malcolm Monteiro – CEO DHL eCommerce Asia Pacific

deliveries were important to them.

The survey also found that 88 percent of online shoppers interviewed want direct access to shipment tracking, while 84 percent 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.

“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,” Monteiro said.