The focus of this whitepaper is on how e-commerce companies can incentivize their customers to choose a more sustainable delivery option by finding out what the customers want.
Student work
Over the past 15 years, online retailing in the Netherlands has been continuously increasing, leading to 26.6 billion euros total revenue in 2020. This development directly results in more parcel deliveries. One of the biggest negative consequences is the increase in carbon dioxide emissions. Additionally, this process, which is referred to as the last mile accounts on average for 41% of total supply chain costs.
However, this development is not in line with the global megatrend of sustainability. Is it the consumers who do not clearly express their wishes or is it the companies that do not know how to influence their customers towards more sustainable solutions for the last mile?
In consideration of these facts, we have made it our task to show e-commerce companies the importance of sustainable delivery. However, to do so, e-commerce companies need to have a better understanding of their customers' situations, preferences, and wishes regarding sustainable delivery options before they can offer these solutions.
