2024 Home Delivery Consumer Sentiment Study

This document is a research report detailing the findings of Descartes’ Third Annual Ecommerce and Home Delivery Consumer Sentiment Study. The study surveyed 8,000 consumers in Europe and North America to assess the quality of delivery experiences in the ecommerce market. It outlines the incremental improvements in home delivery performance by retailers and delivery companies, while highlighting persistent consumer dissatisfaction. The report indicates that consumers expect a significant increase in online purchases, with 49.5% of all purchases anticipated to be made online within the next year. Key findings include preferences for lower-cost versus faster deliveries, the impact of economic factors on purchasing behavior, and the importance of delivery reliability and security. The study also identifies different consumer delivery personas and their varying expectations, emphasizing the need for retailers to adapt their delivery strategies to meet these diverse preferences. Overall, the report underscores the challenges and opportunities within the evolving ecommerce landscape.