1、Southeast Asia E-CommerceLogistics Market Report 2024How has e-commerce evolved in Indonesia,Malaysia,Singapore,and Thailand?Contents Page01About the Report02E-Commerce Landscape in Southeast Asia03Delivery Performance by Country04Top Consumer Trends in SEA05Closing Remarks06About Parcel MonitorCONT

2、ACT US02With its revenue expected to reach USD 211 billion by 2025,the Southeast Asiane-commerce market is one of the most robust and fastest-growing worldwide.Every year,a growing number of e-commerce outlets are springing up acrossthe region to take up the challenge of catering to Asian consumers.

3、With this inmind,this report features insights derived from our in-house data,along withRakuten Insight Globals survey findings that reveal the state of e-commerceacross SEA,with a focus on Singapore,Indonesia,Malaysia,and Thailand.Data Methodology Our benchmarking and carrier performance measuremen

4、t initiatives involvethe collection of billions of anonymized data points from more than 130countries annually.We also harness data from hundreds of millions of parcelsspanning 1,450+carriers through our international tracking page,culminatingin the creation of high-quality insights.In addition,our

5、domestic and international data is analyzed on a“trade lane”level,comparing the same combinations of origin and destination to maintaindata representativeness.Benchmark data sets have been compiled with strictminimum requirements for data point quantity and comparability.Want to learn more about our

6、 data?03GET IN TOUCH TODAY What to Expect01About the ReportDigital habits in Southeast Asia(SEA)have shifted more dramatically than ever since theend of the pandemic.A year or two ago,the emergence of COVID-19 encouraged morehome-centric lives and sped up the transition from offline to online,but to

7、days digitalconsumer marketplace exists in quite different circumstances.Inflationary pressures,geopolitical tensions,and other global macroeconomic obstacles threaten the regionsrecovery as we emerge from the pandemic period.Southeast Asias Expanding Digital Consumer CommunityAccording to multiple

8、forecasts,there will be 402 million digital customers in the SEAregion by 2027,representing 88%of the total population of people aged 15 and up by theconclusion of the projection period.At 168 million,Indonesians will reportedly make up thebulk of the regions digital users,up from last years total o

9、f 154 million.Meanwhile,Thailandis expected to gain approximately 2 million e-commerce customers(4%),followed byMalaysia at 1 million(4%),and Vietnam at 4 million(6%).Promising Prospects Despite a Slowdown in E-Commerce GMV GrowthFrom a projected$112 billion in 2021,gross merchandise value(GMV)is pr

10、ojected toexpand to$280 billion in 2027,says a recent report by Meta and Bain&Company.Thegrowth has,however,decreased from 48%in 20202021 to 15%in 20212022.The looseningof COVID-related regulations may have played a role in this drop since increased consumermobility has resulted in additional opport

11、unities for offline purchasing.Potentially driving this channel shift are consumers preferences for the look and feelprovided by offline channels.Inflationary and supply chain stresses are two otherexplanations.That being said,some types of purchases have seen an increase in thenumber of times they

12、are made online.For starters,beauty and cosmetics had a 15%increase,from 3.8 purchases on average to 4.4,while home furniture saw a 6%jump,from3.6 to 3.8,and home appliances saw a 5%increase,from 3.5 to 3.9.Curious to know how Singapore,Malaysia,and Thailand fared in Q2 2023?Find out in the latest e

13、-commerce logistics race.0402E-Commerce Landscape in Southeast Asia0503Top Consumer Trends in Southeast Asia91%are likely to switch to acompetitor if theyexperienced poorcustomer serviceIn the highly competitive business atmosphere in Southeast Asia,customer experience isone of the key means to ensu

14、re customer loyalty and repeat buying.As businessescontinue to innovate and improve their services to suit customers demands,buyers in SEAhave come to expect a high standard of service.As per Rakuten Insights research,50%of SEA customers in general stated that they wouldbe very likely to switch thei

15、r patronage to a competitor if such a business failed toprovide good customer service.This result was obtained from a survey in whichrespondents were required to choose how likely they would be to go for a different retailer ifthey experienced poor service.Respondents options ranged from“very likely

16、”to“likely”,“unlikely”and“very unlikely”.A breakdown of this statistic shows that 60%of examined Indonesian shoppers would be“very likely”to jump ship when faced with subpar service.The Philippines is next in line with52%.Vietnam,Malaysia,and Singapore are next with 46%,45%,and 44%of their respectiv

17、esurveyees indicating the same.A slightly lower figure of 41%of total respondents indicated that they would be“likely”toswitch to another retailer if and when they received poor service.Interestingly,only acombined 8%of total respondents stated that they would either be unlikely or very unlikelyto l

18、eave their favorite retailers even when they receive poor service.In general,excellentcustomer service delivery remains key in the SEA region to keep customers satisfied andloyal.Looking for some proven strategies to keep your customers returning?Discover 6 of the best customer retention strategies

19、here.When it comes to last-mile delivery methods,Southeast Asian consumers have a strongpreference for home deliveries.According to the latest consumer survey by RakutenInsight,89%of consumers in Indonesia,83%in Malaysia,81%in Singapore,and 82%inThailand prefer to receive their packages at their doo

20、rstep.Additionally,the data indicatesthat consumers in Thailand have a higher preference for parcel lockers(8%)compared toother countries,suggesting that there may be an opportunity to explore alternative deliverymethods in this market.The Appeal of Home DeliveriesThe preference for home deliveries

21、is driven by several factors,including convenience,security,and flexibility.Home deliveries allow consumers to receive their packages withouthaving to take time out of their day to travel to a pickup location or wait in line for theirorder.This is especially beneficial for busy individuals who may n

22、ot have the time orresources to make a trip to a store or parcel locker.Additionally,home deliveries provide asafe and secure option for consumers who may be concerned about the safety of theirpackages or the security of their personal information.Consumers in Southeast Asia are not only willing to

23、pay for the convenience of homedeliveries,but they also expect free shipping as a standard benefit.This expectation has ledto increased competition among e-commerce platforms and courier services to providefast,reliable,and affordable delivery options.03Top Consumer Trends in Southeast Asia06IDMYSGT

24、H0%20%40%60%80%100%HomeWorkIn-storeParcel lockersPreferred Delivery Location for Online OrdersEnhancing the Delivery Experience Through Real-Time TrackingOne of the key ways to win over consumers during the delivery process is by providingaccurate and timely information about their packages.This inc

25、ludes providing anestimated delivery date(EDD)at the time of purchase,as well as regular updates on thestatus of their delivery.In Southeast Asia,an overwhelming 80%of consumers expressed apreference for merchants offering clear and accurate EDDs,signaling its pivotal role indriving repeat purchases

26、.This sentiment is particularly pronounced in the Philippines,where 85%of respondents emphasized the importance of precise delivery dates.Similarly,80%of Malaysian and 78%of Indonesian respondents echoed this sentiment.Furthermore,the majority of respondents across Southeast Asia emphasized theirint

27、olerance for delays exceeding 3-4 days post-EDD.Notably,Thai shoppers emerged asparticularly stringent,with 73%indicating that delays beyond 1-2 days would be consideredunacceptable.Discover other ways to reduce cart abandonment besides providing accurate EDDs.03Top Consumer Trends in Southeast Asia

28、07Retailers should provide an Estimated Delivery Date(EDD)will purchase from an onlinestore more often if the parcelarrival date is accurate80%87%are more likely to check out if a precise EDD was given as opposedto a range(e.g.1 Jan vs 1-5 Jan)IDMYSGTH0%20%40%60%80%1-2 days3-4 days5-7 days1 week or

29、moreHow many days of delay from the EDD is acceptable?Did you know:high shipping costs play a substantial role in contributing to cartabandonment,accounting for an average abandonment rate of 54%across the SoutheastAsian region.03Top Consumer Trends in Southeast Asia08Customers want FAST and FREE sh

30、ipping91%are willing to spendmore to be eligible forfree shipping35%will abandon theironline cart due to longdelivery times30%would pay extra forfaster shippingTo address this challenge effectively,e-commerce businesses must prioritizetransparency in communicating all costs associated with a purchas

31、e.Displaying all costsclearly and prominently throughout the shopping journey,from product pages to the finalcheckout,instills trust and ensures that shoppers have a comprehensive understanding oftheir financial commitment.Partner With the Right Logistics Provider for Timely DeliveriesIn the realm o

32、f e-commerce,the importance of optimizing delivery times through strategicpartnerships with reliable logistics providers cannot be overstated.This strategy directlyaddresses a significant contributor to cart abandonment:long delivery times.Partnering with trustworthy logistics providers serve as a c

33、ornerstone in building andmaintaining customer trust.By ensuring that deliveries are not only prompt but also reliable,businesses demonstrate a commitment to meeting or surpassing customer expectations.Trust is a linchpin in the decision-making process,and customers are more likely tocomplete transa

34、ctions when they have confidence in the timely fulfillment of their orders.Begin your search for the perfect logistics partner here.Gain In-Depth Analysis of Delivery PerformanceForge Strategic Partnerships With Industry Peers Unlock Exclusive Access to Market Data Retailers can utilize our carrier

35、performance data(e.g.parcel transittimes)to select the most suitable logistics partners capable of handlingthe increased e-commerce order volume in the coming months.Businesses can leverage our company listings to identify and forgestrategic collaborations to achieve operational efficiency,cost savi

36、ngs,and better delivery experiences for end-consumers around the world.Achieve operationalexcellence with ourcarrier and market dataBy being our esteemed partner,retailers and logistics carriers can gain access to exclusive market data that can provide them with a competitiveedge and facilitate well

37、-informed decision-making in 2024 and beyond.090.000.501.001.502.002.50TikiLion ParcelJNEJ&T ExpressIn 2023,Indonesias e-commerce market saw substantial year-over-year improvements inmany of its key delivery performance metrics.For starters,the transit time for domesticparcels notably decreased by 1

38、3.2%compared to 2022,averaging at just 1.31 days.Thefirst-attempt delivery success rate also saw a commendable increase of 0.8%,while theon-time delivery ratio reached an impressive 96%the highest among its neighboringnations.Along the same vein,the overall issue ratio for domestic parcels experienc

39、ed a notabledecline from 7.99%in 2022 to 5.2%in 2023.Carrier-related challenges,in particular,contributed to 41%of the total issues encountered within Indonesias e-commerce logisticssector.Leading carriers for domestic shipping include Tiki,Lion Parcel,JNE,and J&TExpress,each presenting varying perf

40、ormance levels concerning delivery speed,reliability,and customer service.Curious to find out more about the Indonesian market?Unlock more data here.1.3196%96%5.2%days for domestictransit timeon time ratiofirst attemptsuccess rateissue ratioIndonesias Logistics Performance in NumbersDomestic Transit

41、 Times for the Top Carriers within Indonesia1004Delivery Performance in Indonesia13.2%vs 20220.8%vs 202235.2%vs 20221.051.171.392.060.001.002.003.004.005.00United KingdomNew ZealandCanadaUnited StatesAustraliaTransit Times for Key International Trade Routes Originating from Indonesia1104Delivery Per

42、formance in Indonesia3.223.264.454.744.82The international e-commerce market is thriving,and Indonesia has emerged as a keyplayer in the Southeast Asian region.With its strategic location and growing economy,Indonesia is well-positioned to serve as a hub for cross-border trade,connectingbusinesses a

43、nd consumers with global markets.However,the success of international e-commerce relies heavily on the efficiency of logistics and shipping services.Among the top cross-border trade routes originating from Indonesia,the shortest transittime was observed in ID-GB route(Indonesia to the United Kingdom

44、),with an average of3.22 days.The efficient transit time between them can be attributed to a combination offactors,including optimized shipping routes,efficient customs processes,and well-established trade relations between the two countries.By leveraging these advantages,businesses in Indonesia can

45、 effectively tap into the UK market,and UK consumers canbenefit from the timely delivery of Indonesian products.Find out which carriers are the best options for these shipping routes.0.000.501.001.502.00DHL eCommerceGDEXJ&T MalaysiaMalaysia PostIn Malaysia,the e-commerce sector experienced a mix of

46、developments and challenges inlogistics performance over the past year.Besides the 6.6%improvement in domesticparcel transit time,reducing to an average of 1.5 days,there was also a notable 13.9%increase in the first-attempt delivery success rate,reaching an impressive 94%.However,the overall issue

47、ratio for domestic parcels saw a significant uptickk of 38%,mainly due tocarrier-related challenges,which accounted for about 77%of the total issues encountered.Key players in Malaysias domestic shipping landscape encompass DHL eCommerce,GDEX,J&T,and Malaysia Post(Poslaju),each exhibiting varying pe

48、rformance standards indelivery speed,reliability,and customer service.As with any market,the performance ofthese carriers plays a pivotal role in the e-commerce sectors success,as prompt anddependable delivery services are fundamental to meeting the escalating demands ofonline consumers in Malaysia.

49、Curious to find out more about the Malaysian market?Unlock more data here.1.592%94%16%days for domestictransit timeon time ratiofirst attemptsuccess rateissue ratioMalaysias Logistics Performance in NumbersDomestic Transit Times for the Top Carriers within Malaysia1204Delivery Performance in Malaysi

50、a13.4%vs 20221.051.171.392.066.6%vs 202238%vs 20220.001.002.003.004.005.006.007.00SingaporeMoroccoUnited KingdomAustraliaUnited StatesOne of the most notable trade lanes originating from Malaysia is the MY-SG route,whichconnects Malaysia to its neighboring country,Singapore.According to recent data,

51、thetransit time for parcels shipped from Malaysia to Singapore is impressively short,averagingjust 2.05 days.This efficiency can be attributed to a combination of factors,including theclose geographical proximity of the two countries,well-established shipping routes,andstreamlined customs processes.

52、Besides Singapore,Malaysia also has established trade lanes with several other keymarkets around the world,including:Malaysia to Morocco(MY-MA):With an average transit time of 2.91 days,this routeconnects businesses in Malaysia to the emerging market of Morocco in North Africa.Malaysia to the United

53、 Kingdom(MY-UK):This route has an average transit time of 5.2days,enabling Malaysian businesses to tap into the lucrative UK market and provideBritish consumers with access to high-quality products from Southeast Asia.Malaysia to Australia(MY-AU):The average transit time for this route is 5.62 days,

54、allowing businesses in Malaysia to connect with Australian consumers and contribute tothe growing e-commerce market in the Oceania region.Malaysia to the United States(MY-US):With an average transit time of 6.02 days,thisroute enables Malaysian businesses to reach the massive US market,while providi

55、ngAmerican consumers with access to unique and diverse products from Malaysia.Transit Times for Key International Trade Routes Originating from Malaysia1304Delivery Performance in MalaysiaFind out which carriers are the best options for these shipping routes.2.052.915.25.626.020.000.200.400.600.801.

56、001.201.40UrbanFoxQxpressNinja VanAramexMaerskIn 2023,the average transit time for domestic parcels in Sing apore was an impressive 1.31days,which is only a slight deterioration of 1.2%from the year before.Another positive trendis the increase in the first-attempt delivery success rate,which has ris

57、en by 5.2%from2022,reaching 94%.Despite these positive developments,there are areas where thelogistics performance in Singapores e-commerce market could be enhanced.For instance,the overall issue ratio for domestic parcels in Singapore has experienced a significantincrease,nearly doubling from 3.44%

58、in 2022 to 6.3%in 2023.The top carriers for domestic shipping in Singapore include UrbanFox,Qxpress,Ninja Van,Aramex,and Maersk.These carriers play a critical role in the logistics performance in theSingapore e-commerce market,with their performance varying based on factors such asdelivery speed,rel

59、iability,and customer service.Curious to find out more about the Singapore market?Unlock more data here.1.3187%94%6.3%days for domestictransit timeon time ratiofirst attemptsuccess rateissue ratioSingapores Logistics Performance in NumbersDomestic Transit Times for the Top Carriers within Singapore1

60、404Delivery Performance in Singapore1.2%vs 20225.2%vs 202285.2%vs 20221.011.061.141.191.290.002.004.006.008.0010.00Hong KongAustraliaPhilippinesUnited StatesItalyAmong the key international trade routes,the longest transit time was observed in the SG-IT route(Singapore to Italy),averaging 8.32 days

61、in 2023.This longer transit time can beattributed to the geographical distance between Singapore and Italy,as well as potentialchallenges in customs clearance,shipping routes,and delivery processes in Italy.On the other hand,the shortest transit time was observed in the SG-HK route(Singaporeto Hong

62、Kong),with an average of 2.95 days.The close geographical proximity betweenSingapore and Hong Kong,along with efficient logistics networks and customs processes,contribute to the fast transit time for this route.Similarly,the transit times for other routes,such as Singapore to Australia,Philippines,

63、and the United States,fall within the range of 4to 6 days,reflecting the relatively smooth logistics performance for these routes.Interestingly,the highest volume of parcels from Singapore was destined for the UnitedStates,with a substantial number of shipments sent throughout 2023.However,this larg

64、evolume also resulted in a higher issue rate of 58%,with carriers being responsible for 99%ofthe total issues encountered.Some potential reasons for these issues could includecustoms clearance delays,which can be caused by documentation errors,complianceissues,or unexpected changes in regulations.Ad

65、ditionally,shipping route inefficiencies,such as longer or less optimized routes,could contribute to longer transit times andincrease the risk of issues occurring during transit.Find out which carriers are the best options for these shipping routes.Transit Times for Key International Trade Routes Or

66、iginating from Singapore1504Delivery Performance in Singapore2.954.354.456.298.320.000.501.001.502.00TNTDHL eCommerceKerry Express ThailandThailand PostLi Fung SystemThailand,emerging as one of Southeast Asias rapidly expanding e-commerce hubs,witnessed a nuanced performance in domestic logistics th

67、roughout 2023,reflecting a blendof positive strides and areas ripe for enhancement.In addition to the 7.8%improvement inits average transit time for domestic parcels,Thailand achieved a commendable 7.1%increase in its first-attempt delivery success rate,soaring to an impressive 94%.However,the issue

68、 rate for domestic parcels reached 8.6%,a notable 22.8%surge from2022.Carrier-related hurdles contributed to 51%of the total delivery issues encounteredby consumers,underscoring the imperative of resolving logistics challenges to bolstercustomer satisfaction.Notable carriers dominating Thailands dom

69、estic shippinglandscape include TNT,DHL eCommerce,Kerry Express,Thailand Post,and Li FungSystem,each offering varying levels of service in speed,reliability,and customer support.Curious to find out more about the Thai market?Unlock more data here.1.5494%94%8.6%days for domestictransit timeon time ra

70、tiofirst attemptsuccess rateissue ratioSingapores Logistics Performance in NumbersDomestic Transit Times for the Top Carriers within Thailand1604Delivery Performance in Thailand7.1%vs 202222.8%vs 20221.051.191.411.541.717.8%vs 20220.001.002.003.004.005.006.007.00United KingdomUnited StatesAustraliaG

71、ermanyWhen it comes to international shipping routes originating from Thailand,the shortesttransit time was observed in TH-GB route(Thailand to United Kingdom),with an averageof 5.49 days.On the other hand,the longest transit time among these routes was fromThailand to Germany,averaging 6.97 days.Th

72、e transit times for other routes,such asThailand to the United States and Australia,fall within the range of 6 to 7 days,reflecting therelatively smooth logistics performance for these routes.By understanding the transit times for key international trade routes originating fromThailand,businesses in

73、 Thailand can optimize their logistics strategies,improve theiroperational efficiency,and ultimately provide a seamless cross-border shoppingexperience for their customers around the world.Additionally,this data can informpolicymaking and infrastructure development to support the growth of internati

74、onal tradeand strengthen Thailands position as a global logistics hub.Find out which carriers are the best options for these shipping routes.Transit Times for Key International Trade Routes Originating from Thailand1704Delivery Performance in Thailand5.496.26.76.97In conclusion,our report has provid

75、ed a comprehensive overview of e-commercelandscape in Southeast Asia,including a recap of delivery issues in 2023,and thebreakdown of delivery performance metrics in key SEA markets.As we navigate the ever-evolving digital age,where consumer expectations continue to shift and innovationscontinually

76、emerge,we trust that the insights shared in this report will empower retailers,e-commerce businesses,logistics companies,and industry professionals with the knowledgeneeded to make informed decisions and steer the course of e-commerce logistics in SEA.Cheers,The Parcel Monitor Team05Closing RemarksF

77、IND OUT MORE ABOUT OUR DATALooking for more data insights?Peak season performance benchmarksShipment transit timesDelivery success rates.and more!Discover growth opportunities&make data driven decisions with:18Companies leverage our market data andbenchmarking reports to derive actionable insightsin

78、to 170+countries while forming meaningfulcollaborations across the industry.Initiated by e-commerce logistics enthusiasts atParcel Perform,and powered by end-consumers,Parcel Monitor is your gateway to real e-commercelogistics data worldwide.Millions of consumers rely on our free parceltracking to m

79、onitor the status of their parcelsacross 1078+logistics carriers globally on a singleplatform.Trusted Source of E-Commerce Logistics DataFor Consumers Around the WorldFor Businesses of All SizesParcel Monitor is the trusted source of e-commerce logistics insights-powered byreal consumer data.Leverag

80、ing proprietary data and latest technologies,weempower businesses with actionable insights,while facilitating collaborationsacross the entire e-commerce logistics ecosystem.With a global network spanning 1045+carriers,170+countries and 60,000+shippingroutes,we track millions of parcels on a daily basis,providing an accurate reflectionof the global markets.19About Parcel Monitor