global consumer insights survey 2018...pwc voice of over 22,000 consumers globally, covering 27...
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Global Consumer Insights Survey 2018
www.pwc.com
PwC
ContentsThe project journey
Consumer profile
Views on the economy
9
Buying behaviours – setting the scene
14
The Amazon age
23Future of retail
38
Products and experiences
43
Shipping and delivery
50
Mobile payment activities
29
Digital experience
34
48
Appendix
3
6
55
2
May 2018GCIS 2018
PwC
The project journey over 6 years
2012
11 territories
2013
15 territories
2014
19 territories
2015
25 territories
2016
29 territories
2017
27 territories
Total RetailGlobal Consumer
InsightsMultichannel Survey
2012 2018
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PwC
Voice of over 22,000 consumers globally, covering 27 territories.
Survey available in 19 languages
Global rebrand; expanding scope of survey to cover other industry areas within consumer markets.
Working closely with an online panel to ensure survey respondents in each country are nationally representative for the following demographics: age; gender; employment status; and region.
2018 overview; Global Consumer Insights Survey
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Truly global research: Consumer shopping behaviour & activity across the world
USA
Canada
Brazil
Australia
China/
HK
Russia
South Africa
Japan
UKIreland
BelgiumFrance
Germany
ItalySpain
Sweden
Vietnam
ThailandMalaysia
SingaporeIndonesia
Poland
Middle East
Hungary
Philippines
Total respondents: 22,481
Please note: Percentages in charts throughout may total 99 or 101 due to rounding
*Netherlands
* Netherlands are new this year
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Consumer profile
6
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46%
12%8% 7% 9% 11%
7%
Employedfull-time
Employedpart-time
Self-employed Housewife/House husband
Retired Student Unemployed
Base: 21,448
49% 51%
Male Female
Gender
17%
26%
22%
16%
10%
8%
18-24
25-34
35-44
45-54
55-64
65 or older
Age
Employment status
Base: 22,481 Base: 22,481
Consumer Profilea
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A quarter of consumers buy products online weekly or more frequently
Daily
4%(=)
Weekly
22%(+1%)
SCREEN OUT: On average, how often do you buy products online?Base: 22,987Note: Respondents were asked to select ONE option only. Please note that ‘screened out’ respondents are also included in this chart in order to capture those who never shop online.
Monthly
35%(+1%)
Few times per year
25%(-3%)
Once per year
3%(-1%)
Never
10%(=)
Consumer Profilea
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Eigth Essential Technologies
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8 essentielle teknologier alle virksomheder skal have fokus på
Hvornår rammer det?
Figur: Skøn over teknologierne for PwC DK
AI
Po
ten
tia
le
Block-chain
IoT
3D print
Virtuel Reality
Augmen-ted
Reality
Drones
Robotics
Nu 1-3 år 3-5 årS
tor
tL
ille
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Views on the economy
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32%
41%
21%
6%
Better than this year Same as this year Worse than this year Not sure
Globally, consumers are upbeat about the economy and their personal spend
Q7. Do you feel confident about your personal financial situation in terms of your shopping spend plans for the next 12 months?
12%
25%
38%
14%
5% 4% 3%
Yes - I expect tospend much more
Yes - I expect tospend slightly more
I expect to spendaround the same
No, I expect tospend slightly less
No, I expect tospend much less
No, I am alreadyholding back spend
to see whathappens
Don't know
Base :22,481
Base : 22,481
Views on the economya
Q6. Not taking into account your personal circumstances, what is your impression of how the overall economy in your country willperform in 2018?
Spending same or more
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Those with concerns portray a mixed message at a global level…
Fuel and gas prices
Economic recession
Inflation Brexit
Global warming
Global terror threat
Trade protectionism
Q8. Which of the following external factors do you think will most impact your spend on shopping over the next 12 months?Note: Question only asked to respondents who answered are spending less or holding back spend at Q7Base: 5,118
46%
45%
44% 10%
10%
16%
11%
None of the above
6%
aViews on the economy
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However regional differences are evident
Fuel and gas prices
Economic recession
Inflation
Global warming
Trade protectionism
Global terror threat
20%11%17%11%
36%20%55%64%
36%56%53%55%
40%48%47%60%
13%6%12%7%
18%4%4%4%Brexit
Q8. Which of the following external factors do you think will most impact your spend on shopping over the next 12 months?Note: Question only asked to respondents who answered are spending less or holding back spend at Q7
a
Africa & Middle East
Asia Pacific
Western Europe
Eastern Europe
Americas
47%
44%
55%
2%
9%
13%
Base: 594
Base: 1,075
Base: 326
Base:2,275
Base: 848
Views on the economy
7% 12% 16% 11%9%
Africa and ME
Asia Pacific
Eastern Europe
Western Europe
Americas Africa and ME
Asia Pacific
Eastern Europe
Western Europe
Americas
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Country Better than this year
Philippines 68%
Indonesia 65%
China 61%
Vietnam 59%
Country Worse than this year
South Africa 47%
Malaysia 42%
UK 37%
Hungary 33%
Q6. Not taking into account your personal circumstances, what is your impression of how the overall economy in your country will perform in 2018?
aViews on the economy
Asian territories are of the most positive in their outlook
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Buying behaviours – setting the scene
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42
27
8 7
38
21
9 9
36
20
10 11
40
19
1012
41
19
1115
44
20
12
17
2012 2013 2014 2015 2016 2017
56%
Q9. How often do you buy products (e.g. clothes, books, electronics) using the following shopping channels? Base: 22,481Note: Chart represents percentage of daily and weekly usage combined
The 6 year reflection; store resiliency and mobile first trends continue
a
In-store PC MobileTablet
Buying behaviours
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56%
Q9. How often do you buy products (e.g. clothes, books, electronics) using the following shopping channels? Base: 22,481Note: Respondents were asked to select ONE option per shopping channel.
The gap is closing between PC and mobile as a frequent shopping channel
13%
4%
4%
2%
3%
2%
2%
2%
31%
17%
13%
8%
10%
4%
5%
4%
27%
32%
20%
13%
16%
7%
7%
6%
24%
32%
20%
17%
16%
9%
8%
8%
3%
7%
7%
12%
6%
8%
5%
6%
2%
9%
36%
47%
49%
70%
73%
74%
In-store
Online via PC
Online via mobile phone or smartphone
Catalog/magazine
Online via tablet
TV shopping
AI Home Assistant device
Wearable devices
Daily Weekly Monthly A few times a year Once a year Never
Buying behavioursa
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Q16. Please rate how satisfied you are in relation to your in-store shopping experience for the following attributesBase: 22,481
6%
4%
5%
6%
5%
9%
6%
6%
6%
7%
6%
29%
25%
25%
28%
26%
24%
28%
32%
26%
27%
26%
53%
57%
48%
43%
44%
41%
40%
35%
39%
29%
28%
12%
13%
22%
22%
25%
26%
27%
27%
28%
37%
39%
Sales associates with a deep knowledge of the product range
Ability to quickly and conveniently navigate the store
Ability to check other store or online stock quickly
Inviting ambience (i.e. waiting and seating areas)
Use of technology to assist the shopping experience(tablet/mobile checkout, self-service kiosk/scanners)
In-store Wi-Fi with fast, simple login
Real-time, personalised offers designed especially for me
Specialised customer events
Ability to see/order extended range of products on screen in-store
VIP benefits i.e. lounges/personalised shopper/refreshments
Virtual experience of products and services through augmentedreality technology
Not satisfied Neither/nor Satisfied Have not experienced this
Almost 40% of consumers have not yet experienced virtual reality in store
aBuying behaviours
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56%
4%
8%
5%
7%
4%
4%
3%
4%
4%
9%
3%
16%
17%
12%
10%
9%
7%
9%
8%
7%
7%
6%
20%
14%
15%
9%
12%
11%
11%
11%
10%
9%
10%
36%
30%
31%
28%
25%
26%
23%
23%
23%
23%
23%
24%
30%
38%
45%
49%
52%
54%
54%
55%
56%
57%
Clothing and footwear
Books, music, movies andvideo games
Health&beauty
Consumer electronics
Toys
Furniture and homeware
Grocery
Sports equipment/outdoor
Jewelry/watches
Household appliances
DIY/home improvement
Q10. How many of your purchases have you made online over the last 12 months (including purchases made from a computer, tablet or mobile/smartphone, wearable device or AI home device)? Base: 22,481Note: Respondents were asked to select ONE option only in each category.
Clothing and footwear is purchased online more than books
Have not purchased online in the last 12 months
Some purchasesMost of my purchases
Exclusively purchase online
Around half of my purchases
aBuying behaviours
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21% 27% 15% 20% 17%
Extremely likely Likely Neither/nor Not very likely Not at all likely
One in five consumers are extremely likely to purchase grocery online in the next 12 months
Q12. Over the next 12 months, how likely are you to purchase grocery online?Base: 22,481
aBuying behaviours
28% shop daily/weekly via mobile or smartphone
59% have purchased premium food and drink products online (full price or promotion)
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21%
20%
20%
19%
15%
15%
14%
12%
12%
12%
12%
11%
9%
8%
Malaysia
Philippines
Russia
Italy
South Africa
USA
Germany
Hungary
Sweden
Hong Kong
Ireland
Netherlands
Belgium
Canada
59%
54%
35%
32%
27%
25%
25%
24%
23%
22%
22%
21%
21%
China
Vietnam
Thailand
UK
Japan
Middle East
Singapore
Brazil
Indonesia
France
Poland
Spain
AustraliaExtremely likely to purchase grocery online
Q12. Over the next 12 months, how likely are you to purchase grocery online?
aBuying behaviours
Online grocery is still niche with room to expand
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May 2018GCIS 2018
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23%
32%
45%
Yes No, but I plan to No, I have no interest
Bulk-buying online is more common amongst Amazon shoppers
Q13. Do you order every-day items (e.g. coffee, detergent, diapers etc.) online in bulk to be delivered to your home on a regular basis?Q14. When ordering every-day items online in bulk, are you more likely to order from…? Base: 22,481, 5099
Direct from manufacturer’s website
Retailer websites
80%
20%78% are Amazon shoppers
aBuying behaviours
25-34 year olds: 33%
23
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Location, location, location…and trust
Q15. Other than price, what influences you to shop at a particular retailer?Note: Ranked top 3Base: 22,481
37%
35%
31%
27%
24%
23%
23%
20%
19%
17%
14%
7%
6%
1%
They usually have the items I want in stock
I trust the brand
Good location
They sell things I cannot find anywhere else
They have fast/reliable delivery
They have a good returns policy
They have a great loyalty programme
I can check the in-store availability of a product online
Their website/mobile site is easy to use
Superior online customer reviews
Sales associates are knowledgeable and responsive
They have inspiring social media content which…
I enjoy their concept stores where I can experience…
Other
Ranked 1st – 14%
aBuying behaviours
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The Amazon age
25
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The age of Amazon continues with ‘Amazon only’ shoppers on the rise
Base: 2017: 22, 480, 2016: 24,471
Q33. Do you shop with Amazon?*
41%
36%
33%
27%
16%
14%
5%
4%
20%
47%
39%
28%
18%
10%
5%
4%
23%
I check prices on Amazon
I start my product search at Amazon
I read reviews on Amazon
I shop less often at retail stores
I shop less often at other retailerwebsites
I only shop on Amazon
I stopped shopping at retail stores
I stopped shopping at other retailwebsites
My shopping behaviour is notinfluenced by shopping with Amazon
2017 2016
Q34 How has shopping with Amazon influenced your shopping behaviour?*
Base: 2017: 13,234, 2016: 13,675
aThe Amazon age
59%
56%
2017 2016
26
May 2018GCIS 2018
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Asia Pacific60%
Africa and Middle East
46%
The Americas have the highest percentage of Amazon shoppers
Americas70%
Eastern Europe 18%
Amazon Shoppers
Western Europe62%
The Amazon age
Q33. Do you shop with Amazon?*
Base: 22, 480
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Q35 Do you use Amazon Prime?Q36 Do you think Amazon Prime has been good value for money?
A third of Amazon shoppers are Prime users
Base: 13,234, 4810
36%
54%
10%
Yes No Not aware
85%
Think Amazon Prime has been good value for money
The Amazon agea
22% expect to spend much
more in the next 12 months
11% shop daily via
mobile/smartphone
35% aged 25-34
28
May 2018GCIS 2018
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7%
8%
12%
12%
14%
24%
25%
33%
34%
42%
72%
Prime membership sharing
Photo storage (via Cloud)
Access to Amazon Restaurants
Unlimited reading on any device
Access to Prime Wardrobe
Earning rewards via Amazon Prime
Free 2 hour delivery
Exclusive deals for Prime users
Saving more than the annual membershipfee paid
Access to entertainment films, TV, music,gaming
Unlimited free delivery
Q37 What are the main benefits to you of using the Amazon Prime service?
Base: 4,810
aThe Amazon age
Three out of the top four noted benefits related to savings and deals
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May 2018GCIS 2018
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98%
96%
94%
91%
90%
89%
87%
85%
84%
67%
China
Italy
Germany
Japan
UK
USA
France
Spain
Canada
Ireland
There is room for Amazon Prime to increase it’s reach amongst the largest Amazon shopping territories
Country Amazon shoppers Amazon Prime users
a
47%
56%
44%
25%
38%
59%
26%
42%
23%
17%
The Amazon age
1st
2nd
3rd
30
May 2018GCIS 2018
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Mobile payment activities
31
May 2018GCIS 2018
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23%
24%
28%
29%
Placed a customizedorder and paid ahead
Paid for my purchaseusing mobile payment
Paid for my purchase viaan in-store app
None of the above
Opportunities for retailers if mobile payment is offered
Q17. Which of the following payment activities have you undertaken using your mobile/smartphone/wearable device when shopping?Note: Respondents were asked to select ALL that apply
For everyday purchases (e.g. coffee) I am more likely to
pay by mobile payment
I am more likely to shop with a retailer who offers mobile
payment (e.g Apply Pay, Google Wallet)
Mobile payment is my preferred method when
purchasing in-store
I spend more when using mobile payment
I am concerned about security when paying by mobile
payment19%
27%
24%
23%
34%
54%
42%
46%
47%
40%
Disagree Agree
Mobile payment activitiesa
Base: 22,481 Base: 11,248
32
May 2018GCIS 2018
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Benefits are evident in China who lead the way
Q17. Which of the following payment activities have you undertaken using your mobile/smartphone/wearable device when shopping? Note: Respondents who selected ‘Placed a customized order and paid ahead’, ‘Paid for my purchasing using mobile payment’ or ‘Paid for my purchase via an in-store app’ got asked Q18
11%
48%
86%
41%
3%
Placed a customizedorder and paid ahead
Paid for my purchaseusing mobile payment
Paid for my purchase viaan in-store app
None of the above
For everyday purchases (e.g. coffee) I am more likely to pay by mobile
payment
I am more likely to shop with a retailer who offers
mobile payment (e.g Apply Pay, Google Wallet)
Mobile payment is my preferred method when
purchasing in-store
I spend more when using mobile payment
I am concerned about security when paying by
mobile payment
Mobile payment activitiesa
Base: 901 Base: 853
21%
15%
3%
3%
3%
46%
54%
76%
84%
82%
Disagree Agree
33
May 2018GCIS 2018
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86%
48%
42%
38%
37%
34%
31%
27%
25%
25%
China
Thailand
Hong Kong*
Indonesia
Vietnam
Singapore
Philippines
Russia
Middle East
Brazil
Paid for my purchase using mobile payment
Q17. Which of the following payment activities have you undertaken using your mobile/smartphone/wearable device when shoppingNote: Data shown is summary of agree and strongly agree *Note: Low base for Hong Kong.Base: 22,481
Europe and the Americas lag behind on mobile payment activities
50%
44%
43%
41%
40%
37%
35%
34%
34%
33%
Netherlands
Canada
Germany
Belgium
Japan
UK
USA
France
Hungary
Ireland
None of the above
aMobile payment activities
34
May 2018GCIS 2018
PwC
Asia Pacific38%
Africa and Middle East
24%
Q17. Which of the following payment activities have you undertaken using your mobile/smartphone/wearable device when shoppingBase: 22,481
Asia Pacific - the leading ‘cashless’ society…
aMobile payment activities
Americas21%
Eastern Europe21%
Paid for my purchase using mobile payment
Western Europe17%
35
May 2018GCIS 2018
PwC
The digital experience
36
May 2018GCIS 2018
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Emails from brands/retailers
“Deal of the day” Websites*
Digital press & magazines
Social networks are most influential when finding inspiration
Visual social networks
TravelReviewWebsites*
Mobile apps
Blogs
Multibrand
websites
Price comparison
websites
Individual retailer
websites
Social Networks
Q19. What online media do you regularly use to find inspiration for your purchases? Base: 22,481Note: Respondents were asked to select UP TO THREE options.
*Travel Review websites, Emails from brands/retailers and ‘Deal of the day’ websites’ were added as new options, therefore do not have comparable data.
Purchase inspiration
11% (=)
11% (-2%)
16%
20% (=)
37% (-2%)
34% (-3%)
32% (-3%)
21% (-11%)
None of the above 11% (+2%)
6% (-3%)
12%
14% (-6%)
aThe digital experience
37
May 2018GCIS 2018
PwC
Consumers remain conscious of ways to reduce online security risks
Q20. How do you personally reduce the risk of online security issues/fraud?? Base: 22, 481 (2017), 24,471 (2016)Note: Respondents were asked to select ALL that apply.
Minimise the amount/type of data I give out
Only use credible/ legitimate websites
Only purchase from retailers in my country
Choose providers I
trust to make a payment
Scrutinise the data privacy policy
Avoid clicking on
advertisements/ popups
Restrict any requests for sharing my
location
Use different passwords for
different websites
Use a credit card that gives me purchase
protection
Avoid using AI devices
The digital experience
57%
63%
51%55%
43%47%
36% 36% 36%39%
34%
38%
29%
34%
20% 19% 20%23%
13%
2017
2016
a
38
May 2018GCIS 2018
PwC
In the age of ‘Big Brother’, the biggest concerns for consumers are around being tracked
Q21. Please indicate how strongly you agree or disagree with the following statements?Base: 22, 481
34%
42%
41%
24%
28%
26%
37%
27%
30%
I am happy for a retailer to identify when I amnearby and send me personalized offers via my
mobile device
I expect a retailer to have up to date informationon how I have, and how I like to, interact withthem across all channels (e.g. in-store, online,
social media, home delivery etc.)
I am comfortable for a retailer to monitor myshopping patterns and purchases to tailor offers
specifically for me
Agree Neither/Nor Disagree
aThe digital experience
39
May 2018GCIS 2018
PwC
Future of retail
40
May 2018GCIS 2018
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10%
32%
58%
The future looks unsure for Alexa
Base: 2,355Q39 How has the use of an AI device affected your shopping spend?
Yes No, but I plan to No, I have no interest
Future of retaila
48%
I spend around the same
18%
I spend more
5%
Don’t know
30%
I spend less
= ?
Q38 Do you currently own any artificial intelligence (AI) devices (robots, automated 'personal assistants') such as Amazon Echo or Google Home? Base: 22,479
41
May 2018GCIS 2018
PwC
21%
19%
18%
16%
15%
14%
14%
14%
13%
13%
52%
45%
49%
25%
44%
59%
25%
24%
40%
38%
China
Vietnam
Indonesia
USA
Thailand
Brazil
France
UK
Poland
Italy
Yes
Plan to
Ownership of AI - Top 10 territories
Future of retaila
Own or planning to own an AI device
42
May 2018GCIS 2018
PwC
Characteristics of the early adopter of AI
Future of retail
Tech Savvy
Less price conscious
Upbeat
Bulk Buyer
Early adopter*
Experiences matter
Positive about the economy (58%) and their personal spend plans.
Much more open to the renting and sharing of products, including personal items such as footwear
Less likely to use price comparison sites, instead seeking inspiration for purchases from blogs
More likely to shop via mobile and pay via mobile payment
70% purchase everyday items in bulk
Comfortable shopping
online
Less likely to be concerned with online security issues
High expectations
25% expect same day delivery
More likely to spend on culinary classes, subscriptions and fitness classes
Open to Collaborative consumption
a
43
May 2018GCIS 2018
PwC
39%
53%
43%45%
36%38%
35%
30%
25%
43%
35%
42% 41%44%
34%37%
33%30%
25%
Q40. Would you trust such a non-traditional health care provider to:
Base: 22,480Note: Only those who responded ‘Yes’
Healthcare in retail trend; similar results experienced year on year
Provide contact lenses
Have an eye examination
Provide over-the-counter
medicine
Have a live visit with a physician
Get a minor
ailment diagnosis
Provide immunizations or injections
Get a blood test or urine
test
Get stitches removed or
wound treatment
Have an echocardiogram at home via
your smartphone
Administer a MRI scan, ultrasound or X-rays
2017 2016
Future of retaila
44
May 2018GCIS 2018
PwC
Products and experiences
45
May 2018GCIS 2018
PwC
15% 54% 27%
Over a quarter of consumers are spending more on products and experiences
Q22. Not taking into consideration price inflation, how has your disposable income spend changed, if at all, in the last 12 months in thefollowing categories.Base: 22,481
I spend less I spend around the same I spend more
Experiences
Products
22% 46% 28%
a
Don’t know: 4%
Don’t know: 5%
Products and experiences
Millennials
46
May 2018GCIS 2018
PwC
51%
43%
37%
36%
33%
30%
26%
13%
11%
1%
Spending time with friends and family
Change in priorities (to enjoy life more)
Investing in self ('me time')
Celebrating holidays / life events
Stage of life (more free time)
Increased disposable income
Improved/increased choice of experiencesavailable
Too many products in my home already
Downsizing living arrangements
Other
Priorities are clear; friends and family matter…
Q23. Why have you spent more on experiences (e.g. travel, dining out, events)?Base: 6198. Note: Respondents who selected ‘Spend more’ for experiences at Q22 were asked Q23.
aProducts and experiences
Retired: 65%
Young millennials: 57%
Early adopters: 27%
47
May 2018GCIS 2018
PwC
With most spending on travelling and dining out
Q24. What are the experiences you are most likely to spend on?Note: Respondents were asked to select ALL that applyBase: 22,481
61%
57%
34%
25%
22%
21%
20%
20%
19%
13%
3%
Travel / Vacations
Restaurants/dining out
Events (tickets to sporting events, concerts, amusementparks, etc.)
Self-improvement/educational
Personal services (spas, massages, etc.)
Outdoor / Adventure pursuits
Fitness class/gym membership
Art & culture
Subscriptions (Gaming, Music, TV)
Culinary (cookery classes)
Other
aProducts and experiences
The age of health & well-
being
55+ years: 69%
Students: 43%
Males: 23%
48
May 2018GCIS 2018
PwC
Consumers are diving their spend between products and experiences
Q25. Thinking of your disposable income, please indicate the proportion you spend on products versus how much you spend on experiences.Base: 22,481Note: percentage shown reflects the mean average.
Experiences Products
45% 55%
aProducts and experiences
49
May 2018GCIS 2018
PwC
68%
64%
61%
60%
40%
territories with the biggest difference on product and experience spend
Q25. Thinking of your disposable income, please indicate the proportion you spend on products versus how much you spend on experiences.Note: percentage shown reflects the mean average.
Experiences Products
60%
40%
39%
36%
32%
a
Hungary
Russia
South Africa
Belgium
Vietnam
Products and experiences
50
May 2018GCIS 2018
PwC
38%
32%
30%
24%
13%
12%
12%
11%
1%
Cars
Other modes of transport (e.g. bicycles, vans, boats)
Sports/outdoor equipment (e.g. skis, golf clubs, tents)
Do-it-yourself/home improvement items
Designer handbags
Jewelry
Footwear and apparel
Furnishings
Other (please specify)
A strong movement toward collaborative consumption
Q11. Please indicate which of the following product categories you would be open to renting or sharing, but not necessarily owning.Base: 22,481
aProducts and experiences
51
May 2018GCIS 2018
PwC
Shipping and delivery
52
May 2018GCIS 2018
PwC
65%
54%
50%
44%
25%
22%
9%
7%
2%
Free return shipping
Package tracking
Same day delivery
Delivery at a specific time slot
Store return option
In-store pick-up
Access to a personal shopping service
Curbside pick-up
Shipping and returns have no impact on my purchasingdecisions
The new ‘last mile’ – back to the retailer
Base: 22,480Note: Respondents were asked to rank top 3
Q28. Retailers may offer various options for how you receive your goods. Which of the following services are most attractive to you if offered at no extra cost
Shipping and deliverya
36% ranked 1st
Eastern Europe: 58%Americas: 60%
65 years + : 52%
53
May 2018GCIS 2018
PwC
Sweet spot for retailers – Same day delivery
26%
2%
10%
25% 25%
28%
7%
3%
24%23%
41%
23%
11%
8%
3%2%
Expect goods to arrive
Willing to pay a charge for
Same day Next day Two days Three to five
business days
One week More than one week
Less than 3 hours
A specific one/two hour
time of my choosing
Q29. For the majority of your online purchases, how soon do you expect your goods to arrive?Q30. For the majority of your online purchases, which of the following delivery lead time frames are you willing to pay a charge for?
aShipping and delivery
54
May 2018GCIS 2018
PwC
Base: 22,478Q31. When receiving a package at home, do you have a preference on who delivers your goods?
14%
11%
9%
9%
6%
4%
4%
4%
2%
36%
National courier service based in mycountry
Global courier service - DHL
Anyone, as long as the vehicle is logoed andthe driver in uniform
Local postal service
Global courier service - FedEx
Global courier service - UPS
Not sure
Regional courier service based in mycountry
Self-employed driver
I have no preference
aShipping and delivery
Africa & Middle East: 15%
For consumers it’s about method and speed rather than who delivers
55
May 2018GCIS 2018
PwC
Almost 40% of consumers would consider a drone as a delivery method
Base: 22,480. Note: 7% of consumers selected ‘Don’t know’Note: Respondents were asked to select ONE only
Q32. Would you trust a drone device to deliver your package?
16%
22%
26%
30%
Yes – for any product
Yes – for a low value product
No
I have not considered this as a delivery platform/option
aShipping and delivery
56
May 2018GCIS 2018
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© 2017 PricewaterhouseCoopers Statsautoriseret Revisionspartnerselskab. Alle rettigheder forbeholdes. I dette dokument refererer “PwC” til
PricewaterhouseCoopers Statsautoriseret Revisionspartnerselskab, som er et medlemsfirma af PricewaterhouseCoopers International Limited,
hvor hver enkelt virksomhed er en særskilt juridisk enhed.
Henrik Trangeled KristensenTerritory Retail & Consumer Leader
+45 8932 5662
+45 2346 8352
@HenrikTrangeled
Henrik Trangeled Kristensen (https://dk.linkedin.com/in/htkdk)
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