Online consumers' delivery experience in Europe and Russia

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE MOSCOW, JUNE 4-5, 2015

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 2

Who we are – a global company with a unique portfolio

Megatrends and technologies driving logistics innovation

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 3

The recently published Logistics Trend Radar by DHL sketches a future landscape for logistics professionals and challenges they will face, but also outlines solutions that are in development, e.g. for multi-channel retailing or predictive purchasing.

The other major global trends worth noting in relevance to the acceleration of e-commerce and the increasing demand for last-mile solutions are:

More “fine distribution” and direct shipping Multi-channel delivery

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 4

Shop the World! – Consumer attitudes towards global distance selling

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• First,• Second,• Third.

The study provides information about relevant topics on global distance selling• Asia Pacific has taken center stage in the global e-

commerce market.• The Netherlands lead the field with 93% on internet

usage followed by Great Britain (87%) and Canada (86.8%). Mexico and China have online populations of 38% and 42% respectively, only 12.6% of India's consumers use the internet.

• With growing use of smart-phones, mobile access to online content is on the rise. In Russia and Mexico, smartphone use has risen from 20% to 37%. But South Korea, where 73% of the population own a smartphone, is the un-contested leader.

Shop the World! is an online consumer survey conducted by DHL e-commerce in 20 countries across the globe; with more than 11,000 respondents.

12.4

9.3 8.9 8.7

7.4 7.3 7.1 6.8 6.6 6.5 6.5 6.3 6.35.5 5.2 5.0 5.0 4.9

4.3 3.9 3.8

RU BR CA AU CH MX ES AT FR GL IT US JP CN UK IN DE NL PL KR TR

Max. Accepted Order Time (Days)means, n (total) = 10,347; n (countries) = 424-989, base: Current or future user Distance Selling

Q13: What delivery times do you find acceptable when buying by distance selling?

Selection Channel Payment Delivery Returns

Great differences in acceptance of delivery times: While Russia accepts 12 days, Turkey and Korea expect less than 4 days

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 5

Usage rates of distance selling are highest in UK, DE and CN. Most emerging markets have lower usage rates.

94 94 92 90 88 86 86 86 86 85 84 83 83 81 81 79 78 7873 73 73

UK DE CN AT KR PL US CH JP FR GL IT ES NL AU IN BR RU TR CA MX

Usage Rates of Distance Selling in the Past 12 Monthsin %, n (total) = 11,265; n (countries) = 500-1,040

Q1a: How often have you bought goods via distance selling in the last 12 months?

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 6

When it comes to future usage, emerging markets are keen to increase their distance selling activities

Plans to Increase Distance Selling Activities (user)in %, n (total) = 9,161; n (countries) = 344-941, only „more usage“ depicted, base: Current usage Distance Selling

Q2a: How often do you think you will buy goods via distance selling in the next 12 months?

Trends & Opinions

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 7

Evolution of Russian e-commerce consumer behavior

INTERNET AUDIENCE

RUSSIAN DISTANCE SELLING CONSUMER BEHAVIOR

63,3 % 36,7 %

Key origins for imported e-commerce orders

Source: Shop the World Study; Internet Development in Russia. Newsletter. Spring, 2014. FOM

Two thirds are female

Elderly people increased from 3% to 8%

50% users aged 25-34

70% new e-shop visitors not from Moscow

Orders placed by online mobile

54.8% distance selling customers purchase in foreign countries.

Highest maximum acceptable delivery time 12.4 days

Lowest returns rate 3%

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 8

Russian e-commerce market: current development and future trends

Self pickup options / flexibility

C2B returns management

Omni-channel delivery

More flexible delivery intervals

Improved parcel visibility and T&T

EDAYS INTERNATIONAL E-COMMERCE CONFERENCE – MOSCOW, JUNE 4-5, 2015 9

Thank you!

Let’s keep in touch!

Tatiana LyubimovaManaging DirectorDHL eCommerce Russia

• Email: tatiana.lyubimova@dhl.com• Phone: +7 495 961 3393 ext 4023

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