Research published in UPS Smart E-commerce Report 2021 has shown that 79% of UK customers say that the reliability of a retailer’s delivery partner is important.

In partnership with pollsters YouGov the study looked at 10,000 customers across Europe including 2,000 in the UK. It has shown the impact of the pandemic will have on consumer demand in the long term. 

It also showed that with the growth in e-commerce, companies must ensure that their e-commerce and delivery offering is optimised for consumer demand in the long term.

The UPS research also showed that ‘digital natives’ aged 25-34 are going to continue shopping ‘all or mostly’ online even after restrictions lift (22%) as against 10% of those over 55%. From larger retailers, 62% of over 55s expect free returns though from smaller retailers just 36% expects the same. Younger (18-24) expected to pay for both.

Arthur Lam, Marketing Director at UPS UK, said of the UPS research, “The pandemic has accelerated digital shopping trends in an unprecedented manner. As the market becomes more competitive for e-commerce businesses, differentiation, through personalized customer services will become even more essential for those looking to stand out. Understanding consumers’ priorities and their expectations of online shopping is a vital part of our mission to deliver what matters to retailers and consumers alike.”