Since 2012, AlixPartners has surveyed e-commerce shoppers alongside executives in the transportation, consumer products and retail sectors to identify e-commerce trends and understand the challenges companies are facing, and the actions they’re taking to improve operations.
The 2025 Home Delivery Report highlights the challenges faced by these industries due to geopolitical unrest, economic uncertainty, and rising delivery costs. Consumer confidence is declining, with significant impacts on order volumes and expectations for delivery times.
Key themes of this year's report include:
• Consumer Expectations: Covering rising prioritization of free shipping, and its impact on their purchasing decisions.
• Gen Z Trends: Exploring shifts in accepted delivery times and service expectations, and domestic vs overseas retailer preferences among this increasingly significant consumer force
• Sales Risk: Across generations, how does the propensity to shop elsewhere if delivery expectations are not met vary?
• Market Decline: For the first time in our research since 2012, online shoppers are expressing that their purchases have declined across all categories except groceries
• Delivery Challenges: Executives report struggles in meeting delivery expectations, and our research shows a notable disconnect between companies & customers regarding compensation for late deliveries
More than 60% of Gen Z will pay
extra for same-day delivery, nearly
double that of Baby Boomers
Over 80% of consumers are now
willing to wait at least one extra
day for consolidated deliveries
Over 30% of consumers will shop
elsewhere if their free shipping
expectations aren’t met, a notable
increase from 2024
Our Consumer Products practice
We help CP companies across all segments navigate critical business challenges and capture incremental opportunities
Our Retail practice
We help to drive company-wide transformations, fully updating operating models for the digital-first era.
