2025 Descartes Home Delivery Consumer Sentiment Study
How Smarter Home Delivery Wins Younger Consumers
Younger Consumers are Driving Online Buying Growth but 79% Face Delivery Problems
For the fourth year in a row, Descartes, in combination with SAPIO Research have surveyed 8,000 consumers in Europe and North America to gain a comprehensive view of the state of ecommerce and home delivery performance.
The results of the study highlight the maturity of the online purchasing market and underline the growing dissatisfaction with home delivery among consumers aged 18–35.
This year’s study has revealed that 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.
Top Level Findings
The study analysis covers:
- Consumer online buying behaviour and delivery preferences
- The customer experience with home delivery
- Actions taken following a problem with home delivery
The insights are compared over the last four years and split by demographic.
The research has shown that while retailers and delivery companies have made small improvements over the past few years, they are not currently reflecting the quality experience consumers are demanding, especially the valuable under-35 cohort.
Download the 2025 Home Delivery Consumer Sentiment study today to discover more in-depth findings from consumers about their delivery expectations and experiences.
