1) Logistics is a key marketing element in e-commerce as it involves shipping purchased items to customers. 2) Customers highly value convenience when shopping online and prefer delivery methods like home delivery that are easy and flexible. 3) Providing optimal logistics and shipping options can help reduce risks for e-commerce businesses by eliminating potential frustrations for customers from issues like unavailable delivery methods or lack of delivery updates.

1. Logistics
as key marketing element in e-commerce

2. LogisticsI have an e-shop
1
Someone buys
2
Need to ship this
3

3. Why do people buy online?

4. Not Available off line
(long tail)
Price
Convenience

5. Reasons to buy online
Convenience
is the most
important driver
56
52
52
47
42
37
36
34
32
23
23
11
2
1
Order 24 hours a day
Delivered at home
Easier, don't have to leave home
Lower prices than in regular shops
Opportunity to buy products that are
not available in the regular shop
Less time-consuming
Greater choice
Easy to compare products
The speed of delivery
Ability to pick up goods at a convenient
time and location
Ability to send products back
More environmentally friendly way of buying
Other
Don’t know
Base: Total sample (n=1321)
Question: Q3.3 What are the most important benefits to you of online shopping compared to purchases in a regular shop?
ABCD: 95% significance level
Convenience
Price
Long tail

6. The more they buy online
the more they value Convenience
Base: Total sample (n=1321)
Question:Q3.3 What are the most important benefits to you of online shopping compared to purchases in a regular
shop?
ABCD: 95% significance level
Order 24 hours a day
Delivered at home
Easier, don't have to leave home
Lower prices than in regular shops
Opportunity to buy products that are
not available in the regular shop
Less time-consuming
Greater choice
Easy to compare products
The speed of delivery
Ability to pick up goods at a convenient
time and location
Ability to send products back
More environmentally friendly way of buying
Other
Don't know
47
50
44
38
34
31
24
27
29
21
18
9
1
1
53
52
49
46
39
34
34
31
29
22
23
8
2
1
62
54
57
51
47
41
43
39
35
24
25
1
2
1
LIGHT
n= 271 (A)
MEDIUM
n= 415 (B)
HEAVY
n= 635 (C)

7. Base: Total sample (n=1321)
Question:Q3.3 What are the most important benefits to you of online shopping compared to purchases in a regular
shop?
ABCD: 95% significance level
Order 24 hours a day
Delivered at home
Easier, don't have to leave home
Lower prices than in regular shops
Opportunity to buy products that are
not available in the regular shop
Less time-consuming
Greater choice
Easy to compare products
The speed of delivery
Ability to pick up goods at a convenient
time and location
Ability to send products back
More environmentally friendly way of buying
Other
Don't know
increases by age
57
46
52
46
46
37
39
38
29
22
22
9
1
2
58
51
53
46
43
38
37
36
31
28
21
11
2
1
56
53
52
50
41
40
40
37
33
25
22
14
2
1
18-34 Y
n= 394 (A)
35-44Y
n= 283 (B)
45-54 Y
n= 304 (C)
53
61
50
45
37
32
30
26
35
18
26
10
1
0
55-70 Y
n= 340 (D)
The importance of
Convenience

8. What is
Convenience?

9. means ordering
where
and when
the consumer
wants
Convenience

10. Convenience
does NOT
always mean
quick delivery.
21%
79%

11. means being delivered
where
and when
the consumer
wants
Convenience

12. Let the
consumer
choose

13. 87
49
23
15
15
12
7
Home delivery
Pick up from
a pickup point
Pick up from
a post office
Pick up in
the shops / web
shop
Delivered to
another
address specified
Delivery at work
Pick up from
a parcel locker
63
19
3
1
3
7
4
DELIVERY METHODS
EVER USED
DELIVERY METHODS
PREFERRED
What are the
preferred
delivery methods
Delivery
Pickup
Base: Total sample (n=1321)
Question: Q3.4 In which ways have you had your online purchases delivered?
Q3.5 If you could choose between all the following delivery options for shipping your online purchases,
how would you prefer having your purchases delivered?
ABCD: 95% significance level
Avg. # of
delivery methods used 2,1

14. is a key marketing
element in e-commerce
Logistics

15. Home Neighbour Work
Where?

16. When?
EveningDay
9-6 PM
SundaySaturday Sameday

17. Post
Point
Parcel
Locker
Shop
Pick up methods
Post
Office
How?

18. Logistics is 2 ways

19. Make it
easier
For your customer to
return
Where?
shops, home,
lockers
How?
make labels
Free

20. Returns
by
purchased
item
Clothing/shoes/access./jeweller
y/...
Books
Care products
CD/DVD/Blu-Ray/Games
PC/hardware/software/ink
Small household appliances
Electronic devices
Telecom products
Food
Pharmaceutical products
Toys
Animal products/accessories
Interior decoration
DIY and garden products
Sports products and apparel
Personalised photo products
Yes,
already did
Yes,
planning to
No Not yet
Q1.2 Over welk(e) type(s) producten ging het? - Q1.15. Hebt u het/de bestelde product(en) uit het pakje teruggestuurd of bent u van plan dat te doen?
Target: Received parcel < 7 days
15
7
8
14
10
8
10
5
5
7
9
3
11
2
15
3
6
7
9
14
13
20
13
5
10
9
6
4
6
7
4
3
77
83
82
68
75
70
75
88
83
80
82
92
77
89
80
94
2
3
2
4
2
2
2
2
2
3
3
2
5
2
1
n = 1166
n = 469
n = 369
n = 318
n = 224
n = 112
n = 169
n = 211
n = 146
n = 132
n = 112
n = 115
n = 117
n = 105
n = 103
n = 166

21. Alternative
solutions
If
not at home

22. 22
Lost
sales …

23. Eliminate
the
risks

24. How do you
lower
the
risks
Offer all the
shipping options
Brand of Transportation partner
(logo = quality label)
Shipping Costs
(free if possible)
Returns

25. Keep
the
consumer
“posted”

26. Online buyers expect
information
about their
purchase
Base: Total sample (n=1321)
Question: Q3.8 Which information do you wish to receive about your order and the monitoring of your delivery when you buy a product
online? Please indicate to which extent you find it important to receive each of the following types of information.
ABCD: 95% significance level
Desired information about order
and delivery of online purchases
Confirmation of the order
Expected delivery time
When the product is available
When the product is shipped
Monitoring of the shipment
Estimated time of delivery after the
shipment has left
Confirmation of the delivery
1
1
6
5
8
5
10
11
36
37
45
51
45
30
88
63
58
50
41
50
60
Unnecessary
Nice to have
Must have

27. Integration

28. Happy selling ;-)
e-shop