E-Commerce and Changing Customer Expectations

Today's retail landscape is a million miles away from what it was at the start of this century. Though today's e commerce giants Amazon and eBay had been around for a full five years in the year 2000, only a tiny 1% of the UK's retail sales took place online. That figure now stands at over 26% and only keeps getting larger as ecommerce continues to evolve.

Evolving alongside the ecommerce sector are the expectations of consumers, who are becoming increasingly demanding. This has made the sector more competitive than ever before. Only those online retailers who embrace the changes and adopt a more customer-centric approach are going to survive.  

The results of a new study by Metapack®, as revealed in its Ecommerce Delivery Benchmark Report, have revealed some of the biggest changes in terms of consumer expectation. Insights from the study have been drawn from many thousands of consumers.

A key takeaway from the report is how much customers value the delivery experience. A significant proportion of those surveyed expressed high expectations across the board in this regard, specifically citing a desire for a rapid service and convenient time frames for delivery. Over 60% of UK consumers said that they would opt to purchase from a rival brand if it offered more convenient delivery options. More than 56% said that they would look for a different supplier if their chosen brand did not live up to their expectations.

The growth of social commerce through platforms like Instagram and TikTok is accelerating. The Metapack® survey found that over 66% of online shoppers in the UK consider that a brand having a strong presence on social media is a 'crucial factor'. Nearly 26% of consumers already use social platforms for shopping purposes and more than three quarters said that they planned to buy more products using these platforms in 2025.

Value-driven purchasing has increased dramatically in recent years. The study found that nearly 51% of those surveyed had started making purchases from brands that prioritise sustainable sourcing, eco friendly working practices and support for local businesses. 

Perhaps the most telling statistic from the Metapack® Ecommerce Delivery Benchmark Report is that six out of ten UK consumers said they felt that their standards had risen significantly when it comes to online shopping.    

Navigating the fast-developing ecommerce landscape is no easy task and what you need is a bold, experienced and resourceful guide. Brickweb can provide you with everything you need to achieve lasting success.

Whatever services and solutions you need to traverse the ecommerce landscape towards your goal, we can provide them. Find out more about what we do on our website and give us a call to take the next step on your journey..