The IPC Domestic E-commerce Shopper Survey aims to provide a comprehensive analysis of the overall and country-specific drivers shaping domestic e-commerce from the perspective of online consumers. The aim is to inform postal operators of changing customer needs so that they can take informed decisions in regard to their marketing and delivery service specifications for online purchases from domestic e-retailers.

How does it work?

The IPC Domestic E-commerce Shopper Survey is conducted with posts that select this service. The 2021 survey was based on an online sample of 8,119 consumers spread across 10 countries. The target group is frequent online shoppers, who have made an online purchase from a domestic e-retailer in the last three months. The target group is determined by quotas based on the age and gender profiles of the online population per country.

The 2021 study covered some of the following topics:

Delivery preferences

  • Impact of COVID-19 on e-commerce
  • Importance of delivery elements
  • Delivery speed expectations
  • Delivery locations used & attitudes towards parcel lockers
  • Preferred returns delivery location
  • Membership of Amazon Prime and similar subscription schemes
  • Sustainable delivery preferences

Online shopping behaviours

  • Domestic e-retailer bought from most recently 
  • Reason for shopping online rather than in-store
  • Influence of advertising (and direct mail) on this purchase
  • Product weight and size
  • Product value and delivery cost
  • Parcel tracking
  • Delivery location
  • Delivery speed
  • Returns 
  • Satisfaction with delivery experience 

Benefits

  • An Overall report containing graphs and analysis for all questions in the survey, including full details by country for all questions.
  • Country Reports comparing each country’s results to the average along with an analysis at country level and trend results for countries participating in multiple waves of the survey.
  • Major economies of scale through centralised research commissioned, managed, analysed and reported by IPC based on common methodology and questionnaire translated into local language by the participating postal operator. 

Posts participating in the survey can access the country reports as well as the overall report below.

Access to the research findings is restricted to the seven posts that funded the survey (bpost, Posti, ELTA, Correos, Slovenia Post, New Zealand Post and An Post). To access the reports below, please log in to our extranet via the 'Login' box in the top-right corner of this page. If you do not have an account yet, please register here. Should you have any issues logging into your account, registering or accessing the documents, please contact us at helpdesk@ipc.be.