Low cost and punctuality of home delivery are more important than speed

Dutch consumers generally consider the lowest delivery costs (29%) and punctuality (28%) to be most important in home deliveries. This is followed by fastest delivery (18%), most convenient delivery (15%) and most environmentally friendly delivery (9%). This is according to new research by Descartes among 8,000 consumers from Europe and North America, including 250 from the Netherlands.

When asked to choose between two options, a third (32%) of Dutch consumers choose punctuality of home delivery over speed. And just over a third (38%) consider the lowest cost more important than speed.

In contrast, 14% believe that speed is more important than punctuality, and 11% think fast and precise delivery is more important than cost. However, 5% say that the most environmentally friendly delivery choice is more important than speed.

Consumers do not want to pay more

Dutch consumers say the most important parts of the delivery process are delivery costs (78%), the cost and convenience of handling returns (77%), tracking delivery (75%) and the availability of choice/convenience/time window options (73%).

Although the Dutch consider the availability of time slots an important part of the delivery process and consider accurate delivery more important than speed, they would not be willing to pay more for it. 64% would not want to pay more to have a convenient delivery time, and 60% would not pay more to receive an online purchase faster.

Overall, two-thirds of Dutch consumers (65%) are usually satisfied with delivery services. 15% of Dutch people are always satisfied, 14% sometimes, 5% not so often and 2% are never satisfied with delivery services.

Environmental performance of home delivery is important

The survey also shows that Dutch consumers keep the environment in mind when making an online purchase. 40% of them consider environmental performance of delivery important. 65% of consumers are “to some extent” interested in seeing the most friendly delivery option indicated in the webshop, 35% of consumers would like to see it, and almost the same percentage (30%) are moderately interested in it.