Around 9 in 10 SEA e-shoppers cites importance to know delivery company

A total of 56% prefer the company that guarantees a good service.

Delivery service is key in building trust amongst e-shoppers, with 89% of customers in Southeast Asia considering that it is important to know the company that will deliver their ordered items, according to a report.

The importance of knowing the delivery company is highest in Indonesia at 97%, followed by Thailand (96%), the Philippines (92%), Malaysia (89%), Vietnam (85%), and Singapore (72%). 

Of those surveyed, 56% said they would like to choose the delivery company that will guarantee a good delivery service, 51% said knowing the delivery company provides assurance, and 38% said they would choose the firm that offers environmentally friendly alternatives.

A total of 35% each said they have a preferred delivery and had a previous bad experience with a delivery company and would try to avoid them.

Real-time tracking is also one of the strongest delivery preferences across Southeast Asia, with it ranking first in the delivery preference index in Indonesia, Malaysia, Singapore, the Philippines, and Thailand. 

Vietnam consumers, meanwhile, cited delivery to their location as the top delivery preference index, with real-time delivery ranking second.

It also found that around one in four or 27% have returned their last online purchase and about two in three considered the return experience to be difficult.

The E-commerce Southeast Asia (SEA) Barometer Report 2021 - Uncovering SEA online shoppers & delivery preferences report was conducted by logistics firm Ninja Van Group and DPDgroup.

The study involved over 9,00 participants across the six countries in July 2021.