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34% e-commerce consumers in Southeast Asia are unhappy with delivery experience

Despite being the fastest growing e-commerce region with over 62% Compound Annual Growth Rate (CAGR) growth over the last 3 years, delivery continues to be a challenge in Southeast Asia, a new survey by Parcel Perform and iPrice Group reveals.

The survey was conducted with 80,000 e-commerce consumers across Singapore, Malaysia, Vietnam, Thailand, and Indonesia by Parcel Perform, the leading carrier-independent e-commerce parcel tracking SaaS platform with over 600 logistics carriers.

The survey shows that 34% of Southeast Asian consumers continue to see parcel delivery as the biggest pain point in e-commerce.

In addition, over 90% of customer complaints and negative feedback are related to late delivery or a lack of communication about delivery statuses.

Faster deliveries continue to make consumers happy, with customer satisfaction rates decreasing as transit time increases. Comparing across countries in Southeast Asia, Singapore, Thailand, and Vietnam consumers are more satisfied with their e-commerce delivery experience as compared to Indonesia and Malaysia.

“With every parcel delivery, there is an average of 4.6 consumer touchpoints available during the delivery process. These are excellent opportunities to engage consumers after checkout. By improving the post-purchase experience customer engagement, we have seen our customers improve their customer lifetime value by 40%,” said Arne Jeroschewski, Founder and CEO, Parcel Perform.

“Due to the proliferation of options in online retail today, consumers in Southeast Asia are extremely savvy e-commerce shoppers and are increasingly more discerning when it comes to selecting when, how and who they purchase from. Besides making price comparisons across platforms, consumers are also getting more demanding in the post-purchase delivery process. Merchants will have an edge if they provide a fully visible post-purchase delivery experience with constant communication and engagement,” said Jeremy Chew, Head of Content Marketing, iPrice Group.