The reality is that as consumers, we are more informed, demanding, and impatient than ever before. But in this era of instant gratification, next-day delivery, and personalized shopping experiences, how exactly are e-commerce logistics providers working to meet these growing demands?
This month, Fagan & Whalley explores how rising consumer expectations are shaping e-commerce logistics and what e-commerce businesses can do to keep up.
What is EC logistics?
E-commerce logistics refers to managing the storage, handling, and movement of goods in online retail. This includes everything from inventory management, order fulfillment, warehousing, packaging, and transportation.
Buying new products online may not be the most fun aspect, but logistics definitely add to your expectations for a seamless shopping experience, from the moment you click “buy” until the product arrives at your doorstep. Serves as the basic backbone for responding. .
How has consumer demand changed over the years?
1. Need for speed (next day delivery)
78% of consumers expect same-day and next-day delivery
Perhaps one of the most significant changes to consumer expectations over the past five years has been the steady rise in next-day delivery.
A 2023 survey of 6,000 consumers worldwide, including over 1,000 respondents in the UK, found that an astonishing 78% of consumers expect same-day and next-day delivery options. I reported it. Basically, the minimum expectations of the majority of people today are what was once considered an added value.
To meet these expectations, we've seen online retailers and e-commerce companies begin to prioritize efficient next-day delivery options for their products. That's why e-commerce logistics companies like us are investing heavily in last-mile delivery processes to meet these demands.
This includes consideration of various factors such as:
- Route optimization
- Vehicle telematics and AI
- warehouse automation
- Investing in a fleet
2. Real-time visibility and status notifications
Six out of 10 consumers report checking the status of their orders at least once a day.
Second, the words out of sight and out of mind do not apply at all to the modern world of e-commerce logistics. Figures show that the majority of online retail consumers expect to receive their orders in record time and also expect end-to-end visibility into their orders.
We all know the excitement of receiving a message that says “Your order is on its way,” but how often do we stop and consider the logistical steps when receiving such updates? do you have?
This growing need for transparency has led e-commerce logistics companies to deploy cutting-edge tracking technology and visibility to strengthen consumer trust, improve the overall customer experience, and meet client demands. Now it's a priority.
As an example, at Fagan & Whalley, each client has access to a dedicated online customer portal and can track the movement of goods in real time.
This provides many benefits to our customers, including:
- Complete visibility into order status
- The end consumer receives the expected delivery timeframe
- Electronic proof of delivery
- Regular order status updates
- Improving general customer satisfaction
3. Sustainability
30% of consumers don't buy from brands due to sustainability concerns
Additionally, as consumers become more aware of environmental issues, the demand for sustainable e-commerce logistics practices will also increase.
With 30% of consumers not purchasing from a brand due to ethical or sustainability concerns and 37% choosing a brand based on environmental sustainability, e-commerce retailers can are increasingly concerned about their environmental practices.
As we discussed in our previous article on sustainable logistics, there is a growing demand for environmentally friendly practices across all business touchpoints, and it is important for e-commerce logistics companies to stay on top of this trend. It has been proven that.
How important is customer satisfaction in e-commerce logistics?
In 2024, customer satisfaction will become a key aspect of e-commerce logistics. Today's consumers have clear expectations. They expect fast delivery times, accurate order status updates, and environmentally friendly shipping methods.
At Fagan & Whalley, we are committed to staying on top of industry trends, innovation, and consumer demand. This commitment allows our customers to provide the fastest and most reliable service possible, meeting modern shoppers' demands for speed and quality.
For more information on the complete logistics solutions offered by Fagan & Whalley, please contact us on 01282 771983. Or contact us here.
