SYDNEY – 27 November 2018 – Australian consumers are increasingly becoming more demanding when it comes to their expectations around online delivery options and processes according to a survey conducted by SOTI, the world’s most trusted provider of mobile and IoT management solutions.
Immediacy is key
According to a recent survey, 61% of Australian consumers rate the speed of online delivery as the most important factor when buying online.
“Immediacy is an increasingly crucial aspect of the shopping experience,” said Michael Dyson, Managing Director, Australia and New Zealand, SOTI. “Consumers want their purchases straight away and expect retailers and e-commerce businesses to provide better delivery options.”
While fast delivery was the top priority for most consumers, free returns (49%), click and collect (33%) and being able to specify a delivery time (30%), were also among the most important aspects of online delivery for consumers.
“If retailers want their online delivery options to be in line with customer expectations, their supply chain and 3PLs need to provide a faster and more convenient delivery process,” said Michael. “Some retail and e-commerce companies have started offering same day delivery options. This adds pressure on logistics providers to ensure they are able to keep up with this, and often this option comes with restrictions such as customers being required to live within a particular area.”
Investing in technology
The survey also found that over 53% of Australian consumers are increasingly interested in new technologies, such as self-propelled vehicles and drones, being used to improve delivery times.
“Retail logistics providers need to understand and meet the demands of their customers or they will find themselves left behind. This means investing in new delivery methods and the technologies which support these approaches,” said Michael.
“More importantly, as the scale and complexity of mobile technology within Transportation and Logistics organisations increases, new solutions like the SOTI ONE Platform will help to eliminate mobility pain points and manage automated delivery solutions across a range of environments. From securing customer data within drone delivery vehicles, to the tracking of deliveries in real-time and sending automated updates to customers, the right mobility solution can help make advanced delivery a reality.”
Putting value back in delivery
While research showed that speed of delivery is key for Australian consumers, only 34% of survey respondents indicated that they would be happy to pay a premium for new delivery services.
“The supply chain industry needs to find a way to either make the new technologies affordable when they enter the market, or, convince consumers that it is worth the slightly higher delivery price,” said Michael.
“Consumers have become accustomed to getting free delivery, as so many retailers have offered it for years, so it has become de-valued in a way. The supply chain must add value back into delivery services and new technologies present an exciting future for e-commerce logistics.”
SOTI surveyed 503 consumers across Australia.
About SOTI Inc.
SOTI is the world's most trusted provider of mobile and IoT management solutions, with more than 17,000 enterprise customers and millions of devices managed worldwide. SOTI's innovative portfolio of solutions and services provide the tools organisations need to truly mobilise their operations and optimise their mobility investments. SOTI extends secure mobility management to provide a total, flexible solution for comprehensive management and security of all mobile devices and connected peripherals deployed in an organisation. For more information, visit www.soti.net.
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