Shoppers’ supply chain visibility expectations on the rise, Infor

78% of consumers want to receive updates on the status of their orders and they will switch brands if supply chain performance fails to meet their expectations, according to Infor research.

Its survey, conducted in February by YouGov, polled 6,285 consumers, including those in France (1,016), Germany (2,105), the UK (2,035) and the US (1,129). Of the aforementioned 78%, 49% said Estimated Time of Arrival (ETA) information – and a further 29% real-time location information – is most important to know, when waiting for a purchase to be delivered at home or to a pickup location.

Consumers are more likely to switch brands related to their day-to-day needs, including groceries (59%), household products (53%), fashion/footwear (40%), and health & beauty products (37%). However, even in product categories such as high-tech (35%), furniture (32%) and automotive (19%), people indicated that they would jump ship if supply chain performance faltered.

“In 2016, we asked similar questions and at that time, among Millennials, fashion was rated number one,” says Greg Kefer, Vice President of Marketing for the Infor GT Nexus Commerce Network. “Now, we are seeing categories such as food and beverage and consumer products rank ahead of fashion, with high-tech not far behind."

"This is an indication that consumer expectations are on the rise across product categories. In our business, supply chain visibility is frequently cited as a foundational element of innovation and transformation. Companies must be able to ‘see’ across the vastness of their global supply chains, so they can identify gaps and make improvements.” 

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