DHL – Online Shopper Trends, 2024

The biggest frustration for online shoppers worldwide is high delivery costs, with 41% of shoppers not completing their purchase because of this reason. To overcome this challenge, businesses can consider incorporating delivery charges into the cost of their products. In Europe, shoppers are particularly frustrated by having to pay for returns, with the highest frustration in Spain, France, and the UK. To improve the online shopping experience, businesses should focus on offering reliable delivery and returns, as this can help solve shoppers' frustrations and encourage more purchases. Choosing the right delivery provider can also help businesses connect deliveries and returns to ensure customer satisfaction.