Infographic 2025 home delivery consumer sentiment study
In order to have a thorough understanding about the condition of the ecommerce and home delivery market, Descartes and SAPIO Research surveyed 8,000 consumers in Europe and North America. Annual studies have been conducted every year since 2022.
According to this year's study, although home delivery performance from delivery services and retailers has somewhat improved over time, levels of customer dissatisfaction remain high. Seventy-nine percent (79%) of under 35s - currently the largest contributors to the rise of online shopping - have experienced delivery problems.
The infographic below provides an overview of the 2025 report.
Download the infographic : 2025 Home Delivery Consumer Sentiment Study
Discover more from the 2025 Home Delivery study
- Online purchasing habits and delivery preferences of consumers
- The customer experience of home delivery
- Actions consumers are most likely to take after a home delivery issue
The findings are broken down by demography and compared over the previous three years.
Five years ago, online sales were increasing by 20% annually. It was difficult for retailers to meet demand, and attracting new customers was given more importance than keeping existing ones. Those times are over. Consumers' experiences with a wider range of products have not only slowed the rate of growth but also expanded their expectations and perceptions of what “good" ecommerce home delivery looks like. Retailers cannot continue to lose customers because of subpar delivery as growth is declining, and costs are increasing.
Download the 2025 Home Delivery Consumer Sentiment study now to find out more about customer expectations and delivery experiences, as well as how to become competitive.
