43pc unhappy with e-commerce deliveries, says survey

KUALA LUMPUR: About 43 per cent of consumers in Malaysia are unhappy with their e-commerce delivery experience, according to a survey by Parcel Perform and meta-search website iPrice Group.

The survey showed Malaysia reported the longest transit time in the region, with deliveries taking 5.8 days compared with regional average time of 3.3 days.

In a joint statement yeterday, they said consumers in Singapore, Thailand, and Vietnam were more satisfied with their e-commerce delivery experience compared with Indonesia and Malaysia.

The survey was conducted with 80,000 e-commerce consumers in Singapore, Malaysia, Vietnam, Thailand and Indonesia by Parcel Perform, an e-commerce parcel tracking platform provider covering 600 logistic carriers worldwide.

The survey across Southeast Asia showed that 34 per cent of consumers continue to see parcel delivery as the biggest pain point in e-commerce.

Over 90 per cent of customer complaints and negative feedback were related to late delivery or a lack of communication on delivery status.

The survey also highlighted that customer satisfaction was a key factor for customer retention, thus optimising the delivery experience was crucial to improving customer lifetime value.

Thus, local carriers in Southeast Asia can take this opportunity to enhance their logistics data with estimates on delivery dates to enhance their customer satisfaction ratings.

Ideally, consumers expected regular delivery notifications and updates, and estimated delivery dates to be fulfilled.