DNB, Category-Driven Actors Most Satisfied With Customer Delivery: Survey
Thanks to a better delivery experience, digital native brands (DNBs) and vertical market players have risen to the top of the logistics value chain, according to the third edition of the RedSeer-Shadowfax Delivery Delight Index survey.
In calendar year 2020, Direct-to-Consumer (D2C) brands have grown three times faster than all e-commerce in India, according to the survey. The main growth drivers for this segment include the significant set of mature customers and an enabling infrastructure.
In different categories, the report found different winners. In the e-commerce marketplace segment, Amazon, Firstcry, Myntra, Nykaa and Purplle dominated the pack, while Dunzo led the hyperlocal marketplace side, followed by Flipkart Supermart and Swiggy. Among traditional brands and retailers, Lifestyle was the big winner, while among digital native brands (DNB), Mi, Mamaearth, Wow, Bewakoof and Boat led the pack.
The report surveyed approximately 10,000 consumers to rate the delivery experience of 38 logistics players, based on satisfaction with delivery speed, pre-delivery experience, during delivery experience, and experience. after delivery.
“The index reaffirms our conviction that customer expectations are now shifting towards increasingly rapid deliveries. On the other hand, brands that invest in speed and convenience of delivery for consumers are gaining market share and therefore becoming the index leaders, ”said Abhishek Bansal, co-founder of Shadowfax.
DNB platforms have improved the speed of delivery by launching micro-warehouses in partnership with third-party warehouse aggregators and offering same or next day deliveries to major metropolitan and Tier 1 cities. DNB forms have also improved the overall delivery experience by enabling deeper integration with logistics partners, reducing reimbursement time and ensuring proactive communication to consumers at different stages of deliveries.
The study further revealed that there is a great importance of express delivery among consumers with a greater willingness to pay for these services in online pharmacy deliveries.
“The study showed that despite the phenomenal growth of D2C brands in recent times, these brands have been able to provide an exceptional delivery experience with the support of third-party logistics players. In addition, players specializing in warehousing and logistics space allow these new age brands to meet growing demand with a quality experience, ”said Anil Kumar, Founder and CEO of RedSeer.