Home Delivery Consumer Sentiment Study 2024 | Descartes Routing UK

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Descartes Home Delivery Consumer Sentiment Study 2024

Home Delivery Consumer Sentiment Study 2024

Online Buying Grows, But Too Many Consumers Still Experiencing Delivery Woes 

Having surveyed 8,000 consumers across ten European and North American countries in 2022 and 2023 to gain their views on home delivery, Descartes in combination with SAPIO Research has conducted a new, third survey in 2024 to find out how things have changed over the past 12 months.  

This year’s study has revealed that whilst 39% increased their purchasing, 67% of consumers had experienced a delivery problem in the period surveyed. And 63% took some form of action against the retailer or delivery company.  

The study analysis: 

  • 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 to 2022 and 2023 and split by country, product and demographics. 

The research shows that retailers and delivery companies need to provide consumers with a consistent and cost-effective home delivery experience to drive satisfaction and repeat purchase. Retailers should also recognise divergent expectations across different delivery personas.  


Download the 2024 Home Delivery Consumer Sentiment study today to discover more in-depth findings from consumers about their delivery expectations and experiences. 

Download now