BlackStorm Consulting and QBell jointly announced a partnership to conduct a study on eCommerce & Logistics in Southeast Asia, particularly Singapore, Malaysia and Thailand. The survey will involve multiple key stakeholders and would allow more comprehensive insights regarding consumer behaviour.
With a young population, a growing middle class, and the COVID-19 pandemic accelerating online consumption and internet user growth, a report by Alphabet Inc., Temasek Holdings, and Bain & Company expects Southeast Asia’s internet economy to reach US$360 billion in gross merchandise volume (GMV) by 2025, and hit US$1 trillion by 2030.
However, Southeast Asia is a diverse landscape which comes with unique challenges for companies looking to enter the e-commerce scene. The diversity in languages, political systems, infrastructure development, and financial systems presents logistical challenges to e-commerce organisations. A survey by Parcel Perform and iPrice Group found that 34% of online consumers in Southeast Asia see parcel delivery as the biggest issue for eCommerce, and 90% of complaints from customers included delays in delivery and a lack of information on the status of their packages.
“With eCommerce opportunities in the region growing, we believe the customer experience is becoming increasingly important to businesses. In fact, according to Bain & Company, 60% of online consumers indicated customer experience as the most valuable for choosing a particular retailer. With last-mile deliveries being an integral part of the customer experience of online shopping, a Capgemini study found that 76% of consumers are happy to pay a premium for faster, more frequent deliveries and a smoother delivery experience. We hope to gather some insights through this study and ultimately benefits key stakeholders such as brands, consumers and logistic players.”
Ms Jeslin Bay, Managing Partner of BlackStorm Consulting
QBell, as a UK-based, fast-growing startup and smart doorbell disruptor, will provide industrial insights to this study.
“We are excited to learn much more about the relationship between evolving customer expectations, and the work that brands are doing to meet them, in this uniquely comprehensive study which will involve contribution from participants at every step of the eCommerce value chain. It’s clear that as eCommerce continues to rocket, and online shopping takes on an essential role in people’s lives, retailers and their logistic partners will face more pressures to ensure efficient and effective deliveries, with a good delivery experience being essential to customer retention. Southeast Asia is an especially unique region in which we are excited to be working: logistic companies work hard to meet expectations across such variability of landscape and infrastructure, and we look forward to working with them in developing a deeper understanding of the opportunities for innovation.”Mr Daniel Houston, CEO of QBell
Beyond home delivery, the survey will also generate insights into eCommerce trends, the challenges of home delivery, customer satisfaction level with the current services, expectations and more. Customers who are interested can participate in the survey here.
About BlackStorm Consulting
BlackStorm Consulting (http://blackstormco.asia/) is a Singapore-based boutique growth consultancy firm that specialises in corporate strategy, profit management and investment management. We scale businesses in Southeast Asia. Our clients and connections are internationally present and range from small and medium sized businesses, MNCs, to government agencies.
About QBell Limited QBell Limited (https://www.qbell.io/) is a UK-based organisation that markets QBell, a powerful, fast and secure Smart-Doorbell interface using QR-code embedded units that require no installation. QBell uses patent-pending technology to create a real time, anonymous connection between residents and visitors that maintains privacy, and requires no app to use as a visitor