When it comes to online shopping, Malaysia has the longest delivery times in the region, with deliveries taking 5.8 days compared to just 3.8 days on average in the region. This, according to a survey by Parcel Perform and iPrice Group.

Despite being the fastest growing e-commerce region with over 62% Compound Annual Growth Rate (CAGR) growth over the last three years, delivery continues to be a challenge in Southeast Asia, the survey also revealed.

The survey was conducted among 80,000 e-commerce consumers across Malaysia, Singapore, Vietnam, Thailand, and Indonesia by Parcel Perform, a carrier-independent e-commerce parcel tracking platform serving over 600 logistics carriers.

The survey shows that 34% of Southeast Asian consumers continue to see parcel delivery as the biggest pain point in e-commerce.

In addition, over 90% of customer complaints and negative feedback are related to late delivery or a lack of communication about delivery statuses.

Faster deliveries continue to make consumers happy, with customer satisfaction rates decreasing as delivery time increases.

Comparing across countries in Southeast Asia, Singapore, Thailand, and Vietnam consumers are more satisfied with their e-commerce delivery experience as compared to Indonesia and Malaysia.

In Malaysia, 43% of online shoppers are unhappy with their e-commerce delivery experience.

What about other countries?

In Singapore, online shoppers are generally very happy with their delivery experience with over 75% giving a rating of 5/5 in terms of delivery satisfaction. You could attribute this to the city state being one of the smallest countries in the region, if not the world.

Meanwhile, in Indonesia, 36% of online shoppers surveyed expressed dissatisfaction with their e-commerce delivery experience.

Here are the key findings of the study: