More than half (52%) of global consumers said they were less likely to order an item requiring overseas shipping than they were a year ago
One-third (36%) said if it takes longer than two days to deliver or pick up an item, they will look elsewhere
NEW YORK, January 11, 2022 (GLOBE NEWSWIRE) – As the global supply chain crisis continues to disrupt the retail industry, consumers are forced to change their shopping habits and buy local (in their own country) for more speed and availability, new global search for SOTI found.
Consumers are feeling the effects of supply chain issues directly, with more than half (57%) of global consumers saying that they have recently found that one or more items are not available, that they have had to buy alternatives when preferred products weren’t available or they had to go to different retailers to find items in stock. Worse yet, over a third (35%) of shoppers said the items they wanted to purchase were not available at all.
In addition to these supply issues, more than a third (34%) said they thought delivery times were slower than usual and more than half (53%) said delivery times were slower than usual. shipping / delivery is the most frustrating aspect of ordering online.
Not wanting to compromise on speed and uptime, consumers are now paying close attention to the purchase journey. More than a third (36%) said that if it takes longer than two days to deliver or pick up an item, they will look elsewhere. Meanwhile, with shipments from outside their own country now taking longer to arrive, more than half (52%) of global consumers have changed their habits, saying they are now less likely to order. an item requiring overseas shipping than they were in a year. There are.
As a member of From Clicks to Shipments: The State of Retail Mobility 2022 Report, SOTI surveyed 10,000 consumers in the United States, Canada, Mexico, United Kingdom, Germany, Sweden, Australia and France to understand how consumers are responding to the supply chain crisis , as well as their expectations of brands and retailers to deal with it.
Changes in consumer attitudes and behavior will continue
It is clear from the findings that consumers do not want to leave flexibility to retailers. Asked about their expectations and intentions:
- More than two-thirds (68%) agreed that they now expect to know the whereabouts of their order at all times throughout the delivery process.
- Over half (61%) agree they continue to shop with brands that can deliver goods fastest
- Over half (52%) agree they would be more likely to shop at a retailer’s store if multiple return points were available
- Over a third (35%) agreed that knowing who a retailer’s delivery partner is prevented them from completing an order with that retailer
Evolve in a state of flux
It is now up to retailers to adapt to these behaviors and match consumer preferences. “Brands and retailers are forced to pause and think again about how they approach customer relationships and go-to-market strategies in response to these issues. They need to have relevant data at their fingertips to meet these consumer preferences and fight consumer impatience, while considering that we are still in a state of flux. There is now a premium on flexibility that allows brands to deliver the best possible customer experience, no matter how and where customers buy, ”said Shash Anand, vice president of product strategy at SOTI.
Looking ahead, when asked if they would consider using any of the following alternative delivery options in 2022, 63% said they would consider in-store delivery / pickup (“click and collect »/ Buy online and pick up in store) and half (50%) would consider delivery to a designated drop-off point.
Consumers are also open to even greater changes in the way they receive their products as technology advances. Almost half (46%) said they would consider either autonomous vehicles to deliver larger packages to their home or other convenient location, or delivery drones to deliver small packages (43%).
“Mobile technology can help retailers improve communications and the customer experience across all relevant channels and media. Making sure they have mobile operational intelligence, brands and retailers can diagnose problems quickly and adapt quickly to meet changing consumer needs and preferences. In this rapidly changing retail environment, the only certainty is uncertainty. By guaranteeing consumers choice and flexibility, brands and retailers, as well as their logistics partners, will be prepared for all eventualities, ”concludes Anand of SOTI.
From Clicks to Shipments: The State of Retail Mobility 2022 The report can be downloaded here.
Methodology of the report
10,000 interviews were conducted using an online methodology with adults aged 18-65 with nationally representative quotas on gender, age and region set at country level between 20 November 2021 and December 2, 2021. The 10,000 interviews are spread over eight markets as follows: United States (2,000 respondents), Canada (1,000 respondents), Mexico (1,000 respondents), United Kingdom (2,000 respondents) ), Germany (1,000 respondents), Sweden (1,000 respondents), Australia (1,000 respondents) and France (1,000 respondents).
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