LONDON and ATLANTA, May 14, 2025, its fourth annual consumer sentiment study of ecommerce home delivery. The study shows that, in a slower growing ecommerce market, consumers aged 18-35 ("under 35s") are the biggest contributor to online growth, increasing both the volume and frequency of their purchases over the last 12 months compared to the prior year. While 18% of overall consumers surveyed cut back on purchases during this period, 43% of under 35s increased their spending year-on-year compared to just 32% of over 65s (see Figure 1).
Figure 1. Changes in online purchasing behavior
In addition, this year's survey found that 44% of under 35s made online purchases at least every two weeks-a significant jump over last year's 33%. For the younger demographic, however, their levels of dissatisfaction with home delivery remain high with a significant 79% reportedly experiencing delivery problems compared to 66% of overall consumers surveyed.
Moreover, for each delivery problem detailed in the survey, under 35s reported a higher percentage of negative experiences than overall respondents (see Figure 2). Conversely, over 65s reported a lower percentage of negative experiences than all respondents. Not only is the younger demographic the cohort driving growth in online purchasing, it also appears to be the group with the highest expectations for positive delivery experiences.
Figure 2. Issues with home deliveries
"The bottom-line impact of negative delivery experiences remains a pressing concern for retailers and their delivery partners, especially with the pace of ecommerce growth steadying post-pandemic," said Mavi Silveira, SVP Global Marketing at Descartes. "While small improvements in home delivery performance have been made over the past few years, they're not currently reflecting the quality experience consumers are demanding, especially the valuable under 35 cohort, as poor delivery experiences risks the potential lifetime customer value of this demographic."
Descartes and SAPIO Research surveyed 8,000 consumers in Europe and North America on their ecommerce buying behavior during the first three months of 2025. The goal was to gain a comprehensive view of the state of ecommerce and home delivery performance by understanding, for example, the reasons for increases or decreases in ecommerce purchases, the different types of goods purchased, the frequency of purchases, delivery preferences, delivery experiences and the impact of delivery failures on retailers and their delivery agents. The study also examines how consumer behaviors and perceptions vary across demographics. For the full report, read How Smarter Home Delivery Wins Younger Consumers as Online Buying Slows.
Learn more about Descartes' Home Delivery Solutionsand its Ecommerce Shipping & Fulfillment Solutions.
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Global Media Contact
Cara Strohack
Tel: 226-750-8050
cstrohack@descartes.com
Cautionary Statement Regarding Forward-Looking Statements
This release contains forward-looking information within the meaning of applicable securities laws ("forward-looking statements") that relate to Descartes' home delivery solution offerings and potential benefits derived therefrom; and other matters. Such forward-looking statements involve known and unknown risks, uncertainties, assumptions and other factors that may cause the actual results, performance or achievements to differ materially from the anticipated results, performance or achievements or developments expressed or implied by such forward-looking statements. Such factors include, but are not limited to, the factors and assumptions discussed in the section entitled, "Certain Factors That May Affect Future Results" in documents filed with the Securities and Exchange Commission, the Ontario Securities Commission and other securities commissions across Canada including Descartes' most recently filed management's discussion and analysis. If any such risks actually occur, they could materially adversely affect our business, financial condition or results of operations. In that case, the trading price of our common shares could decline, perhaps materially. Readers are cautioned not to place undue reliance upon any such forward-looking statements, which speak only as of the date made. Forward-looking statements are provided for the purposes of providing information about management's current expectations and plans relating to the future. Readers are cautioned that such information may not be appropriate for other purposes. We do not undertake or accept any obligation or undertaking to release publicly any updates or revisions to any forward-looking statements to reflect any change in our expectations or any change in events, conditions or circumstances on which any such statement is based, except as required by law.
Photos accompanying this announcement are available at:
https://www.globenewswire.com/NewsRoom/AttachmentNg/77f81b2d-ddd8-48b8-974d-26698f3133a0
https://www.globenewswire.com/NewsRoom/AttachmentNg/60a47827-611b-41e9-b7c0-eba8ee5e3956
