Australian Study Reveals Retailers Do Not Meet Expectations of the ‘Want It Now’ Generation

Temando Survey Identifies Consumer Needs and Key Shipping Challenges for Enterprise, SMB, and Micro Retailers 


SYDNEY, Australia – 17 February 2016
– A new generation of ‘want it now’ shoppers are being left disappointed according to new research that reveals Australian retailers fail to meet the expectations of today’s convenience driven consumers. 

The 2016 State of Shipping in Commerce report  launched by Temando surveyed over 200 Australian micro, small, mid-sized and enterprise retailers  and 1000 consumers to explore shoppers’ demands. The detailed report indicated there is a disconnect between the shipping experiences retailers are providing and the service levels expected by consumers. 

While 80 per cent of shoppers prefer a specified time slot for delivery and 75 per cent want guaranteed weekend or afterhours shipping to fit in with their lifestyle, only 31 per cent and 18 per cent of retailers respectively are offering these services, yet 33 per cent of consumers are willing to pay a premium. 

In addition, 43 per cent of Australians are prepared to fork out more for same day shipping, yet just half of retailers provide this option and only 54 per cent are giving their customers choice at the checkout. The majority (85 per cent) of shoppers expect to see multiple shipping options in the cart such as standard (5-7 days), express (1-3 days), same day, hyper-local same day (1-3 hours) and click & collect. 

Most retailers (84 per cent) believe by offering multiple shipping options, they are better served to meet customer expectations. Those who are doing so have seen an increase in sales (79 per cent) and a reduction in cart abandonment (62 per cent). 

Seven in ten (70 per cent) Australians are abandoning their purchases because the cost of shipping is too high and 34 per cent due to free shipping not being offered. Not surprisingly, retailers are concerned with the cost of shipping too and three quarters (76 per cent) of micro and 74 per cent of small retailers are passing on these costs to their customers, compared to 75 per cent of enterprise businesses who are absorbing the expense.

This results in the larger retailers setting the benchmark for shipping costs in the market, making it hard for micro and small ones to compete. 

Carl Hartmann, CEO and co-founder of Temando, said the results confirmed that choice at the checkout is a necessity not a feature.  

“The gap between consumer expectation and retailer capability is growing. The future belongs to retailers who capitalise on this opportunity and use shipping and fulfilment as a retail weapon. Only half of retailers are offering the full range of services customers expect, which opens up a potentially huge competitive advantage,” he said. 

Additional survey findings include: 

  • Delivery by drones – Nearly one third (31 per cent) of all retailers reported a willingness to use drones to deliver their packages while just under half (44 per cent) of consumers are willing to accept a drone delivery 
  • Delivery speed – Australian retailers are well placed to enable hyper-local delivery as the majority (66 per cent) can ship an online order within four hours, but if retailers are not shipping from the closest location or store to the customer they’re not going to achieve the desired delivery time
  • Lack of total automation – A relatively small number of retailers reported having a totally automated process for booking couriers (21 per cent), 34 per cent of micro-retailers have no automated backend tracking process, 31 per cent of all retailers are still manually booking carriers and half of enterprise retailers (50 per cent) are still manually processing returns

“Convenience for the customer is key and businesses have the opportunity to re-imagine their supply chain and create meaningful, cost effective customer experiences. Agile fulfilment remains a crucial challenge to overcome but with smart investments in technology, especially the automation of multiple shipping options, to help personalise the customer experience, many small and enterprise retailers can transform their business,” Mr Hartmann said. 

 

The full report can be downloaded here.

 

Media Contact: 

Fleur Maxwell-Garrett, Crossman Communications, 02 9361 6099 or fleur@crossman.com.au

Methodology 

The Temando survey was conducted online by Research Now and surveyed over 4000 consumers and 800 retailers in Australia, the United States, United Kingdom and France. The retailers surveyed all have an understanding of the eCommerce and fulfilment aspects of their businesses (manager or director-level and higher), ship more than five deliveries per week, operate in all main retail categories (e.g., electronics, clothing, furniture, toys, home & garden, books, etc.) except for grocery-related services, and have an online retail revenue greater than one percent of their total retail revenue. The survey was conducted in October 2015.

About Temando

Temando (“I send you” in Spanish) is a global technology company that exists to connect the world’s logistical resources into a single intelligent software platform and to make commerce universally accessible to everybody. The company’s solutions give merchants the power to move goods from anywhere they are to wherever they need to be, no matter how they need to get there. Temando provides merchants with access to rates and services from multiple couriers in one platform, creating amazing delivery experiences for their customers. The company has over 50,000 registered retailers and merchants and is one of the fastest growing tech companies in the APAC region, as recognized in the Asia Pacific Deloitte Technology Fast 500. Temando is a Neopost Shipping Company, the Neopost division dedicated to developing and providing parcel shipping and tracking solutions for Commerce and Logistics. Headquartered in Australia, Temando has offices in Brisbane, Sydney, San Francisco, London, Paris and Manila. For more information, please visit www.temando.com and www.shipping.neopost.com

About Research Now

Research Now is an independent, single source for international online research across Europe, the Middle East, the Americas and Asia-Pacific.  The company, which is ISO 20252 accredited, has been providing proprietary, high-quality online research panel samples since 2001. Research Now’s panels are used for market research purposes only and comply with or exceed all applicable industry standards published by ESOMAR, the MRS, the AMSRS (Australia). Research Now is comprised of multi-lingual, online research experts working with its clients across 22 offices worldwide. For more information, please visit http://www.researchnow.com/