Author: Andrew Starkey, Head of e-Logistics, IMRG & eCommerce Worldwide
Straightaway we can see that the quality of the delivery offer remains important to Dutch shoppers and, consistent with the information provided in the guide, 50% of those surveyed by MetaPack confirm that they have prioritised one retailer over another simply because of the delivery services on offer.
Part of this offer is cost, with Dutch shoppers being the most demanding of all the countries surveyed in expecting free standard delivery (52%) and advising that, for 16% of them, the additional cost of cross-border delivery has put them off making a purchase from a non-Dutch retailer.
But despite this demand for low-cost delivery, Dutch shoppers expect delivery to be predictable and to be kept informed. The eCommerce Worldwide Guide picked up this theme and the MetaPack survey supports it with the fact that when it comes to using dedicated tracking apps to find out the status of their orders, the Dutch are most active (at 18%). This is significant because the adoption of this sort of app has generally been comparatively slow when compared with other means of keeping track of orders.
Of course, one way of knowing exactly when and where the order will be available is to use click & collect services. The guide suggests that in-store click & collect still lags leading markets like the UK but MetaPack’s report gives some indication that it is gaining in popularity with 48% of those surveyed now having used it. However, even more popular is the use of parcel-shops at 54%.
The MetaPack report provides a useful update to the state of ecommerce delivery in the UK, France, Germany, Spain, the Netherlands, the USA and Italy and is available from MetaPack.