Sample Report: Europe B2C E-Commerce Delivery 2015

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METHODOLOGY (1 OF 2)

The reports are compiled based on secondary market research. Secondary research is information gathered from previously published sources. Our reports are

solely based on information and data acquired from national and international statistical offices, industry and trade associations, business reports, business and

company databases, journals, company registries, news portals and many other reliable sources. By using various sources we ensure maximum objectivity for

all obtained data. As a result, companies gain a precise and unbiased impression of the market situation.

Cross referencing of data is conducted in order to ensure validity and reliability.

The source of information and its release date are provided on every chart. It is possible that the information contained in one chart is derived from several

sources. If this is the case, all sources are mentioned on the chart.

The reports take into account a broad definition of B2C E-Commerce, which might include mobile commerce. As definitions may vary among sources, exact

definition used by the source (if available) is included at the bottom of the chart.

Our reports include text charts, pie charts, bar charts, rankings, line graphs and tables. Every chart contains an Action Title, which summarizes the main

idea/finding of the chart and a Subtitle, which provides necessary information about the country, the topic, units or measures of currency, and the applicable time

period(s) to which the data refers. With respect to rankings, it is possible that the summation of all categories amounts to more than 100%. In this case, multiple

answers were possible, which is noted at the bottom of the chart.

Reports are comprised of the following elements, in the following order: Cover page, preface, legal notice, methodology, definitions, table of contents,

management summary (summarizing main information contained in each section of report) and report content (divided into sections and chapters). When

available, we also include forecasts in our report content. These forecasts are not our own; they are published by reliable sources. Within Global and Regional

reports, we include all major developed and emerging markets, ranked in order of importance by using evaluative criteria such as sales figures.

If available, additional information about the data collection, for example the time of survey and number of people surveyed, is provided in the form of a note. In

some cases, the note (also) contains additional information needed to fully understand the contents of the respective data.

When providing information about amounts of money, local currencies are most often used. When referencing currency values in the Action Title, the EUR

values are also provided in brackets. The conversions are always made using the average currency exchange rate for the respective time period. Should the

currency figure be in the future, the average exchange rate of the past 12 months is used.

The reports include mainly data from the last 12 months prior to date of report publication. Exact publication dates are mentioned in every chart.

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METHODOLOGY (2 OF 2)

This report covers the B2C E-Commerce delivery market.

It starts with a global chapter, featuring global trends and developments, as well as country and regional comparisons.

The rest of the report is covers the relevant region. Within this regions, countries are grouped into sub-regions. The countries in the region are ranked by B2C E-

Commerce sales. All major countries are covered, though data availability varied across the markets.

First, regional information is presented, such as country comparisons. Next, sub-regional information is covered, where available.

Depending on data availability, the following types of market information are included for the countries: the importance of various delivery services to online

shoppers such as free delivery and same day delivery; delivery methods used and preferred by online shoppers, such as delivery by post, pick-up from store

and courier delivery to home and work; delivery options offered by online retailers; and information about delivery times. Furthermore, for selected major markets

a qualitative overview of B2C E-Commerce delivery trends and news about players was included in a text chart.

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DEFINITIONS

B2C E-Commerce the sale of products (and services) through electronic transactions via the Internet from businesses to

consumers.

Cross-Border B2C E-Commerce Delivery: delivery of goods directly to consumers in other countries, with goods being ordered online through

foreign online shops and delivered from the country where the foreign shop is based or from a central

logistics facility, i.e. across the country borders.

B2C E-Commerce Delivery: delivery of physical goods ordered by customers online. It can be carried out by the online merchant or

a delivery service provider.

B2C E-Commerce Delivery Methods: the options offered by an online retailer to customers with regard to how the order can be delivered.

B2C E-Commerce Delivery Costs/Fees: fees charged by the online retailer and/or delivery provider for delivering the goods to the customer.

B2C E-Commerce Delivery Time: the time required for shipping the goods ordered online to the customer’s home, office or other

designated delivery location

Click and Collect: a delivery method in which a consumer purchases goods online and collects them from a physical

location

Online Shoppers: consumers who participate in B2C E-Commerce, i.e. purchase products (and services) online via any

device.

Omnichannel an approach to retail that strives to provide the customer with the seamless shopping experience across

all retail channels, such as in-store, online and mobile.

The following expressions and definitions are used in this B2C E-Commerce market report*:

Note: *the definitions used by the original sources might differ from the ones stated on this chart; the exact definition used by each source, where available, is included on the respective

charts

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TABLE OF CONTENTS (1 OF 4)

1. Management Summary

2. Global Developments

• Important Factors in Online Shopping, incl. Delivery, in % of Online Shoppers, Q1 2015 & Q4 2014

• Most Important Delivery Options in Online Shopping, in % of Online Shoppers, Q1 2015 & Q4 2014

• Share of Online Shoppers Who Would Buy More Often if Same Day Delivery Were Available, by Selected Countries, in %, Q1 2015 & Q4

2014

• Share of Online Shoppers Willing to Pay More for Faster Shipping, by Selected Countries, in %, Q1 2015 & Q4 2014

• Importance of Delivery Options, by Purchasing from Domestic Online Retailers and Cross-Border Online Retailers, in % of Online

Shoppers, by Selected Countries, November 2014

• Major Reasons for Shopping Cart Abandonment, incl. Delivery, in % of Online Shoppers, by Selected Regions, October 2014

• Attitude Towards B2C E-Commerce Delivery Options, in % of Online Shoppers, November 2014

• Share of Global Online Retailers Offering Express Delivery, by Next Day Delivery and Same Day Delivery, in %, November 2014

• Shopping Services Wanted in the Future, incl. Delivery, in % of Young Consumers, by Selected Countries, 2014

3. Europe Regional

• Breakdown of Acceptable Delivery Time, in % of Online Shoppers, by Selected Countries, April 2015

• Share of Online Shoppers Considering Fast Delivery to be Important, in %, by Selected Countries, April 2015

• Share of Online Shoppers Willing to Wait Additional 1-3 Days for Free Domestic Shipping, in %, August 2014

4. Western Europe

4.1. Sub-Regional

• Alternative Delivery Methods Used in Online Shopping, in % of Online Shopping, by the UK, Germany and France, February 2015

• Importance of Delivery Features in Online Shopping, in % of Online Shoppers, by the UK, Germany and France, February 2015

4.2. UK

• Overview of B2C E-Commerce Delivery, October 2015

• Delivery and Fulfillment Criteria for Choosing an Online Shop, in % of Online Shoppers, March 2015

• Number of Parcels Dispatched by UK Online Retailers through UK Carriers, in millions, 2014 & 2015f

• Breakdown of Online Orders by Delivery Service Type Used, in % of Parcels, 2012 - 2014

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4. Western Europe (cont.)

4.2. UK (cont.)

• Breakdown of Preferred Delivery Location for Online Shopping Orders, in % of Online Shoppers, March 2015

• Breakdown of Delivery Time Expectations, by UK and Overseas Retailer, in % of Online Shoppers, March 2015

• Breakdown of Usage of Click and Collect Service, in % of Online Shoppers, January 2015

• Future Developments Considered by Logistics Companies for B2C E-Commerce Delivery, in % of Logistics Companies, August 2014

4.3. Germany


• Factors Encouraging to Shop Online More, in % of Online Shoppers, 2014

• Breakdown of Delivery Time Expectations, in % of Online Shoppers, 2014

• Breakdown of Usage of Click and Collect and Same Day Delivery Service, in % of Internet Users, August 2015

• Problems with B2C E-Commerce Delivery at Least Once, in % of Online Shoppers, 12 Months to April 2015

• Reasons for Using In-Store Pick-Up Option for Online Orders, in % of Online Shoppers Who Used the Option, July 2014

4.4. France

• Overview of Selected E-Commerce Delivery Statistics, incl. Delivery Time, Successful Delivery Rate, and Rate of Deliveries Not

Completed, by Average and Detailed, 12 Months to August 2015

• Delivery Methods Used in Online Shopping, in % of Online Shoppers, June 2014 & June 2015

• Delivery Methods Offered by E-Commerce Websites, in % of E-Commerce Websites, July 2014

• Reasons for Dissatisfaction of Online Shoppers with Delivery Services, in %, April 2015

4.5. Italy

• Average Monthly Number of Packages Sent in B2C E-Commerce, in millions, 2013 & 2014

• Breakdown of Delivery Methods Preferred in Online Shopping, in % of Online Shoppers, 2014

• Usage of Same-Day Delivery by Online Shoppers, by Home Delivery and Self Collection, in % of Online Shoppers, 2014

4.6. Spain

• Drivers for Online Shopping, in % of Online Shoppers, incl. Delivery-Related Services, April 2015

• Breakdown of Willingness to Pay for Fast Delivery, in % Online Shoppers, April 2015

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4. Western Europe (cont.)

4.6. Spain (cont.)

• Reasons for Satisfaction with Online Shopping Experience, in % of Online Shoppers, incl. Delivery Deadlines, April 2015

• Share of Online Retailers Offering Free Delivery, in %, and Breakdown of Shipping Price to End Customers, in EUR and in % of Online

Retailers, 2014

4.7. Netherlands

• Preferences for Delivery Options and Share of Online Shoppers Choosing Slowest Delivery Option to Qualify for Free Shipping, in %, 2014

• Usage of Same Day Delivery by Online Shoppers, by Already Used and Willing to Use, in % of Online Shoppers, September 2015

• Share of Online Shoppers Who Have Abandoned a Shopping Cart Due to Delivery-Related Issues, in %, 2014

4.8. Austria

• Delivery-Related Criteria Most Important for Choosing an Online Shop, in % of Online Shoppers, May 2015

5. Eastern Europe

5.1. Russia


• Breakdown of B2C E-Commerce Orders by Delivery Method, in %, 2013 & 2014

• Most Important Criteria for Choosing an Online Shop, incl. Delivery, in % of Online Shoppers, September 2014

• Delivery Methods Used and Most Preferred for B2C E-Commerce Delivery, in % of Online Shoppers, 2013 & 2014

• Delivery Methods Used in Online Shopping, by Used in Last Online Purchase and Used in the Previous 12 Months, in % of Online

Shoppers, 2014

• Breakdown of Willingness to Pay for Faster Delivery and Delivery Time Expected when Willing to Pay RUB 100 - 200, in % of Online

Shoppers, 2014

• Breakdown of Delivery Methods Most Offered by Online Retailers, in %, 2014

• Overview of Delivery Methods Offered by Top 5 Online Shops by Website Traffic, October 2015

5.2. Turkey

• Overview of B2C E-Commerce Delivery Methods, March 2015

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5. Eastern Europe (cont.)

5.2. Turkey (cont.)

• Reasons for Not Buying Online, incl. Delivery, in % of Internet Users, by Gender and Total, 12 Months to March 2015

• Problems Encountered in Online Shopping, incl. Delivery, in % of Online Shoppers, by Gender and Total, 12 Months to March 2015

5.3. Poland

• Breakdown of Delivery Methods Most Used in Online Shopping, in % of Online Shoppers, April 2015

• Courier Service Used in Courier Delivery to Home/Work, in % of Online Shoppers, April 2015

• Factors that Would Encourage to Shop Online More, in % of Online Shoppers, April 2015

5.4. Czech Republic

• Breakdown of Satisfaction with B2C E-Commerce Delivery, in % of Online Shoppers, 2014

• Delivery Companies Used, in % of Online Shops, 2014

5.5. Ukraine

• Most Important Factors in Online Shopping, incl. Delivery, in % of Online Shoppers, Q3 2014

5.6. Belarus

• Breakdown of B2C E-Commerce Orders by Delivery Methods, in %, December 2014

• Breakdown of the Last B2C E-Commerce Order by Delivery Method, by Order Value, in % of Online Shoppers, September 2014

6. Scandinavia

6.1. Sub-Regional

• Expected Delivery Times among Online Shoppers, by Business Days, in %, Q1 2015

• Importance of Choice of Delivery Options, in % Online Shoppers, Q1 2015

• Importance of Next-Day Delivery, in % Online Shoppers, Q1 2015

6.2. Sweden

• Breakdown of Preferred Delivery Methods, in % of Online Shoppers, Q1 2015

1. Management Summary

11 – 14

2. Global

15 – 25

3. Europe Regional 26 – 29

4. Western Europe 30 – 61

4.1. Sub-Regional 30 – 32

4.2. UK 33 – 40

4.3. Germany 41 – 46

4.4. France 47 – 50

4.5. Italy 51 – 53

4.6. Spain 54 – 57

4.7. Netherlands 58 – 60

4.8. Austria 61 – 61

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5. Eastern Europe 62 – 81

5.1. Russia 62 – 70

5.2. Turkey 71 – 73

5.3. Poland 74 – 76

5.4. Czech Republic 77 – 78

5.5. Ukraine 79 – 79

5.6. Belarus 80 – 81

6. Scandinavia 82 – 86

6.1. Sub-Regional 82 – 85

6.2. Sweden 86 – 86

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15%

15%

25%

35%

38%

41%

41%

43%

44%

44%

47%

64%

0% 20% 40% 60% 80% 100%

Consumers' Forum

Possibility to Purchase via Mobile/Tablet

Web Design

Politics for Returns/Exchanges

Discounts / Promotions

Quality

Offering

Delivery Deadlines

Confidence in Website

Ways to Pay

Easy Use

Prices

in % of Online Shoppers

“Delivery Deadlines” was a reason for high level of satisfaction among

43% of online shoppers in Spain in April 2015.

Note: adds up to more than 100% due to multiple answers possible

Survey: based on a survey of 1,193 Internet users aged 16-55 conducted in May 2015; base for this question are 805 online shoppers; question asked: “Why do you have that

level of satisfaction with the website you regularly purchase from?”

Source: IAB and VIKO, June 2015

Spain: Reasons for Satisfaction with Online Shopping Experience, in % of Online Shoppers, incl. Delivery

Deadlines, April 2015

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Courier Delivery 46%

Russian Post 33%

Self Pick-Up Stations

11%

In-Store 8%

Other 2%

2014 2013

In 2014, “Courier Delivery” accounted for 41% of E-Commerce orders

in Russia, compared to 46% in 2013. Russia: Breakdown of B2C E-Commerce Orders by Delivery Method, in %, 2013 & 2014

Source: AKIT, March 2015

Courier Delivery 41%

Russian Post 39%

Self Pick-Up Stations

11%

In-Store 8%

Other 1%

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