Since 2012, AlixPartners has surveyed e-commerce shoppers alongside executives in the transportation, consumer products and retail sectors to identify e-commerce trends and understand the challenges companies are facing, and the actions they're taking to improve operations.
The 2025 Home Delivery Report highlights the challenges faced by these industries due to geopolitical unrest, economic uncertainty, and rising delivery costs. Consumer confidence is declining, with significant impacts on order volumes and expectations for delivery times.
2025 Survey Findings
Key themes of this
year's report include:
" Consumer Expectations: Covering rising prioritization
of free shipping, and its impact on their purchasing
decisions.
" Gen Z Trends: Exploring shifts in accepted delivery
times and service expectations, and domestic vs overseas retailer
preferences among this increasingly significant consumer
force
" Sales Risk: Across generations, how does the
propensity to shop elsewhere if delivery expectations are not met
vary?
" Market Decline: For the first time in our research
since 2012, online shoppers are expressing that their purchases
have declined across all categories except groceries
" Delivery Challenges: Executives report struggles in
meeting delivery expectations, and our research shows a notable
disconnect between companies & customers regarding compensation
for late deliveries
"Consumers are also trying to time their purchases to avoid tariffs. The percentage of consumers making purchases earlier than expected is roughly equal to the percentage that has deferred some purchases. What's more significant than those specific percentages is that tariffs are making a visible impact on what and when consumers buy."
Impact of recent tariffs
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