Impact of consumer expectations on supply chain

Accenture tells us that “Consumers have a tall order: convenience, speed and sustainability at the right price.”¹

When the pandemic accelerated e-commerce adoption around the world, supply chains had to change with it. While the rate of change has slowed, e-commerce is still forecast to grow to 24% of total retail sales globally in the next five years*. Supply chains must respond quickly to meet rising consumer expectations. 

Consumer expectations: a frictionless experience

Consumers are after a frictionless shopping experience – whether that’s online or in a physical store. According to a survey by PwC, supply chain disruptions are affecting day-to-day shopping behaviour.

38% of consumers surveyed visit multiple websites to check for availability of the products they want.³
 
43% of consumers are more likely to choose retailers that offer more sustainable delivery options.⁴ 

Transparency in supply chains

Transparency is important too. Consumers want information on the sourcing of materials, production processes, and supply chain practices. 73% of consumers are willing to pay more for products that guarantee total transparency.⁵

In response to this consumer demand for transparency, organisations are focused on enhancing the customer experience. A survey by Blue Yonder found that “the pandemic and its aftermath have only emphasised the need to reliably deliver the products and services customers are looking for to win both short-term sales and long-term loyalty.”**

1 Accenture

* Euromonitor

3 PwC

4 AirQualityNews

5 PwC

** Blue Yonder

Consumer expectations and supply chain disruptions **

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