SINGAPORE, June 24, 2019 /PRNewswire/ -- Despite being the fastest growing e-commerce region with over 62% Compound Annual Growth Rate (CAGR) growth over the last 3 years [1], delivery continues to be a challenge in Southeast Asia, a new survey by Parcel Perform and iPrice Group reveals. The survey was conducted with 80,000 e-commerce consumers across Singapore, Malaysia, Vietnam, Thailand, and Indonesia by Parcel Perform, the leading carrier-independent e-commerce parcel tracking SaaS platform with over 600 logistics carriers.
The survey shows that 34% of Southeast Asian consumers continue to see parcel delivery as the biggest pain point in e-commerce. In addition, over 90% of customer complaints and negative feedback are related to late delivery or a lack of communication about delivery statuses.
Faster deliveries continue to make consumers happy, with customer satisfaction rates decreasing as transit time increases. Comparing across countries in Southeast Asia, Singapore, Thailand, and Vietnam consumers are more satisfied with their e-commerce delivery experience as compared to Indonesia and Malaysia.
"With every parcel delivery, there is an average of 4.6 consumer touchpoints available during the delivery process. These are excellent opportunities to engage consumers after checkout. By improving the post-purchase experience customer engagement, we have seen our customers improve their customer lifetime value by 40%," said Arne Jeroschewski, Founder and CEO, Parcel Perform.
"Due to the proliferation of options in online retail today, consumers in Southeast Asia are extremely savvy e-commerce shoppers and are increasingly more discerning when it comes to selecting when, how and who they purchase from. Besides making price comparisons across platforms, consumers are also getting more demanding in the post-purchase delivery process. Merchants will have an edge if they provide a fully visible post-purchase delivery experience with constant communication and engagement," said Jeremy Chew, Head of Content Marketing, iPrice Group.
Here are the key findings of the study:
Here are some interesting findings by country:
Singapore |
- Singaporeans are happy with the state of e-commerce delivery with over 75% giving a rating of 5/5 in terms of delivery satisfaction |
Malaysia |
- 43% of consumers in Malaysia are unhappy with their e-commerce delivery experience |
Thailand |
- Customer satisfaction ratings across all transit time brackets remain fairly consistent with only slightly higher satisfaction ratings for delivery transit times of between 0-3 days. |
Vietnam |
- Accompanying Vietnam's booming e-commerce industry, delivery satisfaction rates with Vietnamese consumers is the highest in Southeast Asia, signaling a positive outlook for e-commerce in Vietnam. |
Indonesia |
- Despite Indonesia's strong growth in e-commerce at 10.3%[2] over the last five years, delivery continues to be a challenge with 36% of consumers expressing dissatisfaction in their e-commerce delivery experience. |
About Parcel Perform
Parcel Perform is the leading carrier-independent parcel tracking software platform for e-commerce merchants covering 600 logistics carriers worldwide. Established in 2016, Parcel Perform offers the most comprehensive parcel tracking data for e-commerce businesses to track, analyze and optimize their e-commerce delivery experience. Parcel Perform is based in Singapore, Vietnam, and Germany and serves thousands of customers globally.
In addition to its core B2B business, the company also offers a tracking service for end-consumers called Parcel Monitor (www.parcelmonitor.com). Accessible to the general public, users can subscribe to delivery updates, see results in multiple languages and save their parcels for future reference.
For more information, visit www.parcelperform.com
About iPrice Group
iPrice Group is a meta-search website operating in seven countries across Southeast Asia namely in; Malaysia Singapore, Indonesia, Thailand, Philippines, Vietnam, and Hong Kong. Currently, iPrice compares and catalogues more than 500 million products and receives about 20 million monthly visits across the region. iPrice currently operates three business lines: price comparison for electronics and health & beauty; product discovery for fashion and home & living; and coupons across all verticals.
For more information, visit https://iprice.my/trends/insights/
[1] Google-Temasek e-Conomy SEA 2018 report |
[2] Statistia: The Statistics Portal, eCommerce in Indonesia report |
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