Global Consumer Study Reveals Challenges with Online Order Fulfilment and Delivery

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Radial Inc., the leader in omnichannel commerce technology and operations, has released a consumer study that reveals the top concerns amongst retailers pertaining to online order fulfillment and delivery. The expansive study is now available for download here.

Radial surveyed 3,000 consumers in three countries — Canada, the U.S. and the UK, to better understand issues relating to e-commerce order fulfilment and delivery. 

The study found that consumers continue to raise questions about an array of fulfillment-related issues including the cost, speed, reliability and eco-friendliness of the overall fulfillment process. 

The study results are revealed in this e-book, including five fulfillment trends that are shaping consumer satisfaction:

  1. How millennials are impacting delivery expectations,

  2. The importance of eCommerce fulfillment speed and value,

  3. Preference for environmentally friendly packaging,

  4. How automated delivery is gaining traction, and

  5. Why demand for in-store pickup is on the rise.

The study notes that younger buyers are the most critical when it comes to online shopping. Interesting findings pertaining to Canada research include: 

*43.2% of Canadian respondents reported at least occasional challenges receiving their online orders — that number is considerably higher than in the US, where 35.2% of respondents expressed the same. 

*50% of Canadian respondents aged 18-34 said that their online orders weren’t on time, or in ‘perfect condition’ wit 66% of those aged 55+ saying the same, 

*In Canada, 18 to 34-year-old consumers listed speed and value as their top criticisms, and 62.3% of all respondents preferred that their packages get delivered to their doorstep rather than a different location, and

*About 40% of Canadian respondents said that they would choose in-store pick-up, also known as ‘click-and-collect’. That’s considerably less than in the UK, where 54% of respondents would do so — though granted, the UK is much smaller, geographically, than the vast expanse that is Canada. Convenience and delivery time were the primary reason for this preference.

Download the study to uncover consumers’ eCommerce fulfillment expectations and what it takes to meet them.