2025 Home Delivery : How Smarter Home Delivery Wins Younger Consumers as Online Buying Slows
Descartes 4th Annual Ecommerce and Home Delivery Consumer Sentiment Study
Dive into the research results
Finding Opportunity Amid Slower Ecommerce Growth
For the 4th year in a row, Descartes and SAPIO Research surveyed 8,000 consumers in North America and Europe to gain a comprehensive view of the state of ecommerce and home delivery performance.
Research Study Overview:
The results of the study highlight the maturity of the online purchasing market and underline the growing dissatisfaction with home delivery among, in particular, consumers aged 18–35. While home delivery performance by retailers and delivery companies has improved slightly over the years, levels of consumer dissatisfaction remain high for the younger demographic—who are also currently the biggest contributor to online growth. Under 35s also offer the greatest lifetime customer value to retailers, which makes it critical to understand their different buying and delivery experiences and personas.
Key takeaways from the research
43%
of under 35s increased their spend year on year
11%
of under 35s are always satisfied with the online delivery experience
79%
of under 35s experienced delivery issues within the three month period surveyed
20%
of under 35s gave up returning goods
Recommended For You
