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What Are E-Commerce Customers Demanding Today (Supply Chain Brain)

What Are E-Commerce Customers Demanding Today?

The expectations of e-commerce customers have changed significantly in recent years, especially with the impact of the COVID-19 pandemic. Satish Natarajan, CEO of Dispatch Track, provides insights into the delivery expectations in today's marketplace.

According to Natarajan, customers around the globe are looking for three main things when it comes to delivery expectations. The first is choice. Customers want the option to choose their delivery date and have transparency upfront. The second is communication. People expect consistent and proactive communication about their delivery status. Lastly, customers crave predictability. Even if there are delays, they want to know when their package will arrive and have it show up on time.

While speed is often associated with e-commerce customer expectations, Natarajan emphasizes that knowing where the delivery is and what to expect is equally important. However, there is still progress to be made in meeting these expectations. A recent report on big and bulky deliveries revealed that over 60% of people are still unaware of their delivery's whereabouts. There is a need to focus on the fundamentals of providing real-time tracking information and communicating delays.

The role of last mile logistics in sustainability is another crucial aspect. Natarajan emphasizes that sustainability is a shared responsibility. The first step is improving density planning to consolidate deliveries and reduce the number of vehicles in neighborhoods. Giving customers a choice to make greener options and informing them of the positive impact of their decisions can also contribute to sustainability. Lastly, a constant improvement mindset is necessary for moving towards sustainability, such as understanding carbon footprints and considering the use of electric vehicles where feasible.

Dispatch Track, with its focus on efficiency, sustainability, communication, and predictability, aims to tackle the challenges of last mile logistics. With over 2,500 customers globally and operations in 30 countries, the company is striving to contribute to the betterment of this crucial sector.

Keywords: e-commerce customers, delivery expectations, choice, communication, predictability, sustainability, last mile logistics, dispatch track, efficiency, real-time tracking, density planning, greener options, carbon footprints, electric vehicles.


  1. What are customers looking for in e-commerce delivery expectations? Customers want the choice to select their delivery date, effective communication about their delivery status, and predictability even in the case of delays.

  2. How can last mile logistics contribute to sustainability? Last mile logistics can improve sustainability by consolidating deliveries for better density planning, offering customers the choice to make greener delivery options, and considering the use of electric vehicles where feasible.

  3. How can companies improve the last mile delivery experience? Companies can focus on providing real-time tracking information, proactive communication about delays, and facilitating efficient and sustainable delivery options to improve the last mile delivery experience.