The advent of online shopping has transformed the way consumers access products and services, offering convenience and doorstep delivery across a wide range of items from groceries to electronics. A recent global report by Wunderman Thompson has shed light on an intriguing trend – Indians have emerged as the world’s most impatient online shoppers.
According to the report, a staggering 38% of Indian consumers expect their deliveries to arrive in under two hours. This insatiable appetite for quick deliveries has become a major driving force in the e-commerce industry. Aadit Palicha, the co-founder of the quick commerce platform Zepto, confirms that Indian customers display a strong preference for fast delivery, which is evident in their customer retention data and interactions.
Capitalizing on this demand, several quick grocery platforms in India, such as Swiggy Instamart, Blinkit, Dunzo, Big Basket Now, and Zepto, promise to deliver groceries within an average time frame of just 30 minutes. These companies have experienced rapid growth, but they also acknowledge the challenges of building the necessary capabilities and infrastructure to support such a quick delivery model.
The quick commerce segment, encompassing tech-led retail, commerce, and services, is experiencing unprecedented growth, with India leading the way globally, with 45% of digital products being purchased online. This places immense pressure on retailers and brands to provide positive customer experiences. Failing to meet customer expectations can lead to a significant impact on businesses, as 72% of consumers worldwide have stated that they will not shop with retailers or brands that fail to meet their expectations.
As online shopping becomes increasingly prevalent, consumers expect seamless and efficient services, particularly prompt deliveries. However, the report also sheds light on an intriguing aspect of Indian online shopping behaviour – the relatively high rate of product returns. Indians rank second globally, with 37% of products being returned, trailing only behind the UAE. This suggests that while Indian consumers demand fast deliveries and convenience, they also place a strong emphasis on product quality and satisfaction.
For e-commerce businesses, this presents a dual challenge. On one hand, they must invest in robust logistics and delivery systems to meet the rising expectations of quick delivery. On the other hand, they need to focus on product quality and customer satisfaction to minimize returns and build long-term loyalty.
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