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The time it takes to deliver and return items are the main pain points for e-comm consumers

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  • The FedEx survey shows that consumers are looking for innovations in personalization, shoppertainment and payment options.
  • Consumers in India are much more likely than those in others AMEA markets to predict future growth in e-commerce.
  • Asia-Pacific e-commerce sales will reach $2.09 trillion by 2022.

Thanks to the pandemic, online shopping is now normalized, but this trend will only gain momentum, but consumers are becoming more demanding. The latest e-commerce trends from a logistics company report FedEx Express shows that deliveries that take too long is the main consumer pain point.

The e-commerce survey, which surveyed both small and medium-sized enterprises (SMEs) and consumers, found that there is room for further growth in Asia-Pacific’s already booming e-commerce sector.

The
What’s the next step in the e-commerce survey surveyed small and medium-sized enterprises (SMEs) and consumers in India, and 10 other markets in the Asia-Pacific, Middle East and Africa Region (AMEA) in July 2022.

Of all those surveyed, 83% of Indian consumers have purchased more from e-commerce platforms in the past three years and this momentum is likely to continue. Consumers are looking for innovations in personalization, shoppertainment and payment options that improve their shopping experience.

“COVID has accelerated our lifestyle to a pivotal point where online shopping has normalized across all demographics, and there is no turning back. This will make e-commerce an increasingly large part of total consumer spending.” Kawal Preetsaid president of Asia, the Middle East and Africa (AMEA) at FedEx Express.

“As more and more people shop online, consumer preferences are becoming more sophisticated. As SMEs and e-merchants develop their online sales platforms, our research reveals opportunities for businesses to take advantage of what consumers want,” he added.

Consumers in India are much more likely than those in other AMEA markets to predict future growth in e-commerce. “SMEs are the growth engines of the Indian economy. During the pandemic, the e-commerce sector provided an opportunity for many SMEs to recover and expand their business. Today, cross-border trade has become a key business priority for SMEs in India and a major opportunity to drive growth,” Kami Viswanathan, senior vice president of FedEx Express Middle EastIndian subcontinent and Africa operations said.

E-commerce sector is maturing, but further growth ahead

Asia-Pacific, which includes the largest e-commerce markets in the world such as India, Mainland ChinaJapan and Korea will see sales of $2.09 trillion this year as 57% of the region’s population shop online.

Eight in ten SMEs in Asia Pacific believe e-commerce will become more important in their business in the next three years, and nine in ten believe they are well prepared for the challenge.

SMEs in India, Malaysia, the Philippines and Vietnam were among the most optimistic about their future e-commerce growth over the next three years, a sentiment shared by consumers in the same markets.

In India, 80% of SMEs agree that consumer buying behavior has fundamentally changed as a result of COVID and most of them predict that e-commerce will continue to grow over the next three years and be an integral part of their business growth.

Interestingly, though, while the importance of marketplaces is clear, it’s worth noting that 58% of SMBs currently sell directly to customers through their own ecommerce platforms.

Maintaining the quality of customer service also proves to be critical. Deliveries that take too long are the main consumer pain point (53%), followed by return handling (42%).

Of all e-tailers surveyed, 65% in AMEA also reported struggling to handle growing orders.

In India, 80% of SMEs had experienced an extremely high number of redundancies in the past 12 months. Aside from India, SMEs in Thailand and Vietnam have been most affected by the talent challenge.

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