Spotlight Series
Last Mile Delivery

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Power Retail’s Spotlight Series Reports empower e-commerce industry professionals with the insights they need to make better decisions.

Each report is based on nationwide research, with over 5,000 retailer and consumer respondents and addresses a key e-commerce challenge. The series is an invaluable resource for e-commerce professionals looking to stay ahead of the game in an increasingly competitive market.

About this Report:

This report explores the complexity of consumer’s expectations when it comes to delivery of online purchases.  Based on nationwide research with more than 1500 retailer and consumer respondents, Power Retail’s research and insights team address these and other pressing issues for the online retail industry.

In 2019, it’s easy to view delivery of online retail purchases as about providing the shortest delivery period at the cheapest cost. But consumers have expectations, not just about speed and price, but also about timing, location and post-delivery customer service. This report analyses Australian retailers assumptions, often the wrong ones, about what consumers expect from delivery of online purchases. Considerations such as sustainability, delivery windows and compensation for failing to meet delivery promises, among many other factors, may also be critical and are discussed in this third instalment of the Spotlight Series.

Report Contents:

  • Key Takeouts
  • Importance to Consumers
  • Delivery Innovation
  • Delivery Perceptions
  • Delivery Pricing
  • Challenges
  • Retailer Costs
  • Business Imperatives