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"The results of our latest Online Shopper Survey indicates that delivery flexibility and transparency are crucial for customers. But sustainability is also becoming an increasingly important issue, with almost half of the customers even willing to accept longer delivery times. However, the willingness to pay more is still relatively low with 28% - but we are convinced, that this will also change with the growing number of sustainable delivery options and solutions. Our report provides many more valuable insights into what online retailers need to pay attention to, to ensure customer happiness. And, how successful customer journeys can be achieved," says Pablo Ciano, CEO DHL eCommerce.

Flexibility and plannability are key

Flexible delivery options are vital for online shoppers. 95% of shoppers around the globe report they have abandoned a purchase in the past because a preferred delivery option, such as home delivery or the ability to ship to parcel lockers or parcel shops, wasn't available. The same goes for consumers in Europe. 90% of European shoppers say they didn't complete an online order because the goods couldn't be delivered to a location or a time that suited them.

Also important for customers is the option to re-direct their deliveries at the last minute. 75% of global shoppers and 72% of Europeans want the flexibility of ensuring their parcel is delivered to another safe place when they're not at home.

Furthermore, around two-thirds of European online shoppers want to know what delivery company handles their parcels before placing an order. 43% would even abandon their cart if they didn't like the delivery provider offered. When looking at consumers around the world, a similar picture emerges. 70% say knowing about the delivery company is very important, and 43% would cancel an online purchase if they didn't trust the delivery partner. The number in regions such as the Middle East and North Africa even rises to 61%. In summary, a range of delivery options plays a crucial role for online shoppers in Europe and around the world.  

Social media shopping and subscription services are on the rise