Brochure & Order Form_Global E-Commerce Delivery Report 2012_by yStats.com

Global E-Commerce Delivery Report 2012

November 2012

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November 2012

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November 2012
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North America: USA, Canada
Latin America: Brazil
Western Europe: UK, France, Belgium, Italy, Netherlands, Spain
Central Europe: Germany, Austria, Switzerland
Eastern Europe: Poland, Russia, Turkey, Czech Republic, Estonia
Scandinavia: Denmark, Norway, Sweden, Finland
Asia-Pacific: China, India, Japan, Singapore, South Korea, Australia
Africa: South Africa

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Key Findings
Covering 28 Countries Worldwide
• Increasing E-Commerce shipping volumes continued to generate opportunities for delivery companies
worldwide in 2012.
• In the US, delivery services have adapted to rising B2C E-Commerce orders by using new products
and technologies in 2012.
• For nearly half of online shoppers in Germany, comprehensive confirmation e-mails were most
important for deliveries, followed by punctuality of delivery.
• In 2012, B2C E-Commerce delivery in Russia remained difficult, due to infrastructure problems and
the country’s sheer size.
• In 2012, online retailers in China tackled the problem of inadequate logistics through own operations,
cooperations and self pick-up points.

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Table of Contents (1 of 4)
1. MANAGEMENT SUMMARY 3. NORTH AMERICA (cont.)

2. GLOBAL 3.1. USA (Top Country) (cont.)

• Same-Day Delivery News about eBay, Amazon,
• E-Commerce Delivery Trends, 2011/2012; and
Macy‘s, and Google, 2011/2012
Postal Development Trends
• Delivery News about UPS Performance,
• B2C E-Commerce Delivery Trends, 2012
Q2 2012 and UPS US average domestic Package
Volume, in millions, Q2 2011 & Q2 2012
3. NORTH AMERICA • Delivery News about UPS and Bridgeline Digital,
2012
3.1. USA (Top Country) • Delivery News about USPS Products, July 2012
• Delivery News about Wal-Wart, October 2012
• Breakdown of Standard Shipping Price Ranges 3.2. CANADA
charged by Online Retailers, in %, April 2012
• Breakdown of promised Delivery Times, • Delivery News about BufferBox, 2012
in % of Online Retailers, April 2012
• Delivery News about Canada Post, May 2012
• Breakdown of actual Delivery Times,
in % Online Retailers, April 2012
4. LATIN AMERICA
• Breakdown of Returns Charges,
in % Online Retailers, April 2012 4.1. BRAZIL
• Leading Reasons for Distance Shopping,
including Delivery, in % of Consumers, March 2012 • B2C E-Commerce Delivery Trends, 2011/2012
• Leading Reasons for not making a Distance • Main Reasons not to shop Online,
Purchase, including Delivery, in % of Consumers, by Product Category, incl. Shipping
March 2012 in % of Internet Users, July 2012
• Willingness to pay for Shipping and Handling when • Delivery News about B2W, June 2012
making Distance Purchases, in % of Consumers,
• Delivery News about Grupo Abril and Total Express,
March 2012
November 2011
• Impact of Free Shipping on Distance Selling Orders,
• Delivery News about Prologis, 2012
in %, May 2012
• Consumers with discounted Shipping Memberships
with Online Retailers and connected Increase in 5. WESTERN EUROPE
Online Purchases, in % of Consumers, March 2012
• Accepted maximum free Shipping Delivery Time for 5.1. EUROPE: REGIONAL
Distance Orders, in % of Consumers, March 2012
• Satisfaction with Online Shopping Experiences, • Courier, Express and Parcel Delivery Trends,
incl. Delivery, in % of Satisfaction, February 2012 incl. B2C E-Commerce Delivery, 2010-2012 and
Shipment Volume of Courier, Express and Parcel
• Importance of Factors in Comparison Shopping,
Deliveries, in billions, 2008, 2010 & 2012f
incl. Delivery, in % of Shoppers, February 2012
• Barriers to Cross-Border E-Commerce Delivery,
• Willingness to wait for Delivery,
2011
in % of Online Shoppers, February 2012
• Issues affecting Cross-Border Online Retail,
• Shipping Option chosen most often,
incl. Delivery, in %, 2011
• Breakdown of Number of Days Between Order and
• Preferences for Flexible Shipping Service,
Delivery, in % of Cross-Border Online Purchases,
September 2011

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5. WESTERN EUROPE (cont.) 5. WESTERN EUROPE (cont.)

5.1. EUROPE: REGIONAL (cont.) 5.3. FRANCE (Top Country)

• Breakdown of Number of Days Between Payment • B2C E-Commerce Delivery Trends, 2011
and Delivery, in % of Cross-Border • Reasons against Online Shopping, incl. Delivery,
Online Purchases, September 2011 in % of Consumers, 2011
• Cross-Border E-Commerce Delivery Situation, • Countries targeted in Cross-Border E-Commerce,
September 2011; Breakdown of Reasons for not in % of Cross-Border Online Shoppers,
purchasing in foreign Countries, February 2011
in %, September 2011
• Delivery News about La Poste, 2012
• Breakdown of Problems with Online Purchases,
in % of Complaints, September 2011
5.4. BELGIUM
• Perception of higher Delivery Costs impeding Sales
Growth, by Country, in % Distance Sellers,
• Online Delivery Preference, in % of Online Shoppers,
including Online, September-October 2011
April 2012
• Perceived Impediment of higher Delivery Costs on
• Online Purchase Delivery Type Preference,
Cross-Border Distance Sales Growth,
in % of Online Shoppers, April 2012
in % of Distance Sellers, including Online,
September-October 2011 • Breakdown of Online Delivery Time Preference,
by Time of Day and Weekday in % of Online
• Delivery News about DHL Global Mail, 2012
Shoppers, April 2012
• Delivery News about Hermes, 2012
• Willingness to pay for Online Purchase Delivery,
• Delivery News about Webgistix, 2012 in % of Online Shoppers, April 2012
5.2. UK (Top Country) • Delivery Methods offered by Distance Selling
Companies, including Online Shops, in %,
2010 & 2011
• Delivery Methods offered by Distance Selling
• Breakdown of Cross-Border E-Commerce Delivery
Companies, including Online Shops, by Logistics
Possibility, in % of Online Retailers, 2010 & 2011
Service Providers, in %, 2010 & 2011
• Free-of-Charge Cross-Border Delivery Thresholds,
• Time Slot Delivery Methods offered by
by Region, in % of Online Retailers, 2011
Distance Selling Companies, including Online Shops,
• Timeliness of B2C E-Commerce Deliveries, in %, 2010 & 2011
by Region, in % of Orders Placed, 2011
• Cross-Border Delivery Time, in % of Orders Placed
5.5. ITALY
with Online Retailers, 2011
• Standard Delivery Charges of Online Retailers in the
• Countries targeted in Cross-Border E-Commerce,
UK, by Region, in GBP, 2011
in % of Cross-Border Online Shoppers,
• Breakdown of Choice of Couriers, by Region, February 2011
in % of Orders placed with Online Retailers, 2011
• Time of Delivery Arrival, in % of Orders Placed with 5.6. NETHERLANDS
Online Retailers, 2012
• Countries targeted in Cross-Border E-Commerce, • Most important Delivery Aspect of Online Orders,
in % of Cross-Border Online Shoppers, by Product Category, in %, 2011
February 2011
• Leading Online Delivery Carrier Selection Criteria,
• Delivery News about Amazon, 2012 in %, H2 2010-H2 2011
• Delivery News about Royal Mail, 2012

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5. WESTERN EUROPE (cont.) 6. CENTRAL EUROPE (cont.)

5.6. NETHERLANDS 6.1. GERMANY (Top Country) (cont.)

• Preferred Online Order Reception Location and • Top 10 Online Shops, ranked by Online-Shop Index,
Preferred Self Pick-Up Location, in %, November 2011
H2 2010-H2 2011 • Satisfaction with Delivery Time, by Online Shop,
• Preferred Time of Day for Online Purchase Delivery, in % of Customers, 2011
in %, 2011
• Delivery News about PostNL, May 2012 6.2. AUSTRIA

5.7. SPAIN • Countries targeted in Cross-Border E-Commerce,
• Countries targeted in Cross-Border E-Commerce, February 2011
February 2011 6.3. SWITZERLAND
• Problems regarding Online Shopping,
• Delivery News about Swiss Post International, 2012
in % of Online Shoppers, 2010 & 2011

6. CENTRAL EUROPE 7. SCANDINAVIA

6.1. GERMANY (Top Country) 7.1. SCANDINAVIA: REGIONAL
• Factors influencing Purchase Behavior,
• Importance of Delivery Aspects, in % of Customers, including Delivery, in % of Online Shoppers,
December 2011 January 2012
• E-Commerce Delivery Destination Preferences,
in % of Customers, July 2012 7.2. SWEDEN
• E-Commerce Delivery Destination Options,
in % of Online Retailers, July 2012 in % of Cross-Border Online Shoppers,
• Importance of offering several Delivery Services February 2011
and Offering of preferred Delivery Service when
shopping Online, in % of Online Shoppers, 7.3. DENMARK
October/November 2011
• Unwillingness to shop Online at Online Shops not • Breakdown B2C E-Commerce Delivery Methods,
offering the preferred Delivery Services and in % of Online Shoppers, Q2 2012
Termination of Online shopping Process, • Breakdown of Online Purchase Delivery Satisfaction,
in % Online Shoppers, October/November 2011 in % of Online Shoppers, Q2 2011 & Q2 2012
in % of Cross-Border Online Shoppers, 7.4. NORWAY
September 2011
• E-Commerce Delivery Facts about Amazon • Court Ruling against Norway Post, 2012
• E-Commerce Delivery Facts about Otto
• E-Commerce Delivery Facts about Conrad 7.5. FINLAND
• E-Commerce Delivery Facts about Bonprix
• E-Commerce Delivery Facts about Weltbild • Barriers against Online Shopping, including Delivery,
in % of Internet Users, November 2011
• E-Commerce Delivery Facts about H&M
• Delivery News about Itella, 2012
• E-Commerce Delivery Facts about C&A

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8. EASTERN EUROPE 9. ASIA-PACIFIC (cont.)

8.1. RUSSIA (Top Country) 9.2. CHINA (Top Country)

• B2C E-Commerce Delivery Trends, 2012 • B2C E-Commerce Delivery Trends, 2012
• B2C E-Commerce Delivery Trends 2011/2012 and • Development of B2C E-Commerce Delivery, 2012
Shares of Delivery Types on total Deliveries, in %, • B2C E-Commerce Delivery by Online Retailers, 2012
Q1-Q3 2011
• Delivery News about Global Logistic Properties,
• Delivery News about DPD, April 2012 October 2012
• Delivery News about Hermes and DPD, 2012 • Delivery News about The Corner, 2012
• Delivery News about Ozon, 2012
• Delivery News about Russian Post, 2012 9.3. INDIA
8.2. CZECH REPUBLIC • B2C E-Commerce Delivery Trends, 2012

• Delivery News about DPD, April 2012 9.4. SINGAPORE
8.3. ESTONIA • B2C E-Commerce Delivery Trends, 2012

• Delivery News about Estonian Post, February 2012 9.5. SOUTH KOREA
8.4. POLAND
• B2C E-Commerce Delivery Trends, 2012; and used
Delivery Services of B2C E-Commerce Orders, in %,
• Offered Online Delivery Options,
Q1 2011, Q2 2011, Q1 2012 & Q2 2012
in % of Online Shops, 2009 & 2010
• Online Delivery Methods, by Popularity,
9.6. AUSTRALIA
in % of Consumers, 2008-2010
• Cooperations with Logistics Companies,
• B2C E-Commerce Delivery Trends and Share of
by Company, in % Online Shops, 2010
B2C E-Commerce Retailers complaining about the
• Delivery News about DPD Poland, 2012 Costs of Postal Services, in %,
• Delivery News about InPost, 2012 March 2011 & March 2012
• Key Improvements in Delivery Services
8.5. TURKEY wanted by Online Retailers on eBay Australia,
in % of Online Retailers,
• B2C E-Commerce Delivery Trends, 2011; and December 2011/January 2012
Delivery News about FedEx, April 2012 • Delivery News about Royal Mail Services, May 2012

9. ASIA-PACIFIC 10. MIDDLE EAST & AFRICA

9.1. JAPAN (Top Country) 10.1. MIDDLE EAST: REGIONAL

• Delivery News about Japan Post and Rakuten, 2012 • Delivery News about Aramex, 2012
• Delivery News about Japan Post and JP Media Direct,
August 2012 10.2. SOUTH AFRICA
• Delivery News about Prologis, September 2012
• B2C E-Commerce Delivery Trends, 2011/2012

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Samples


Brazilian online retailer B2W suffered high losses due to delivery delays
in the 12 months to March 2012 and is improving its delivery system.
Brazil: Delivery News about B2W, June 2012

 B2W, a Brazil-based online retailer that owns eight E-Commerce
websites selling numerous products from theater tickets to
washing machines, experienced a net loss of USD 76.6 million in
the 12 months to March 2012 mainly due to delivery delays.

 As consumer spending and online retail increased strongly in
Brazil, logistics at B2W was not able to handle the surge and, as a
result, failed to deliver and fulfill orders on time.

 The delays became so bad that the company had to suspend
sales twice, because official institutions had received thousand of
complaints about B2W.

 At the same time, B2W’s competitors offered lower prices and on-
time delivery while the number of competitors increased as well,
resulting in a customer loss for B2W.

 After this, the company aims at improving its delivery system,
for which it uses private services and Brazil’s national postal
system, to make it more reliable. To make deliveries faster and
more reliable, B2W announced its investment in new distribution
centers in May 2012. Additionally, new equipment was installed in
the existing distribution centers has helped shorten delivery times.
Source: Bloomberg, June 2012

45


In Q2 2012, 61% of online shoppers in Denmark received their latest
online purchase by “Home Delivery via Post Danmark”.
Denmark: Breakdown B2C E-Commerce Delivery Methods, in % of Online Shoppers, Q2 2012

Other Don't know
12% 2%
Pick-Up at Packstation
1%
Pick-Up at other Package
Delivery Site (e.g.
Blockbuster/ Gas Station)
3%

Pick-Up at physical
Address of Online Shop
3%

Home Delivery via other
Delivery Company Home Delivery via Post
8% Danmark
61%
Pick-Up at Post Office/
Postal Shop (e.g.
Supermarket)
10%

Note: based on a survey of 640 online shoppers, aged 18-64; question asked was “How did you receive your latest online purchase or order?”
Source: FDIH, 2012

113

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