Shopee’s ‘The Future of Shopping: Engaging Generation Z (Gen Z) Shoppers in the Digital Era’ market study in collaboration with Kantar’s Profile division found that 70 per cent of Malaysian Gen Zs will shop online if they are confident of a smooth delivery experience.
According to the report, survey respondents particularly prioritised free shipping with no minimum spend and next-day delivery whenever hitting the checkout button.
It was also reported that two-thirds of Gen Z’s surveyed base their confidence on Shopee’s established fulfilment practices – they review the platform’s flexible shipping options, on-time delivery guarantee, customer testimonials about delivery in good condition, and use real-time order tracking consistently to have peace of mind.
The study, conducted between 31 January and 5 February 2024 gathering feedback from 400 Malaysians, also found that 70 per cent of Malaysian Gen Zs are more likely to hop over from social media platforms to e-commerce sites like Shopee to complete their shopping purchases.
In response to these evolving shopping behaviours, Shopee is introducing the On-Time Guarantee programme commencing on 6 May 2024. By implementing the On-Time Guarantee, Shopee directly addresses a key consumer’s preference for timely delivery, ultimately strengthening buyer confidence and driving repeat business on the platform.
Ming Kit Tan, head of marketing and business intelligence at Shopee Malaysia, said “Gen Zs seek a frictionless buying experience with both efficiency and transparency throughout the entire purchase journey.”
Tan said that Shopee’s 15-Day Free Returns, No Questions Asked* programme focuses on customer centricity and enhancing the overall shopping experience. This programme also empowers buyers with unparalleled flexibility, allowing for ‘Change Of Mind’ returns on eligible items with a seamless and hassle-free process.
“By putting our users’ needs first, we aim to build an unwavering foundation of trust, fostering peace of mind for all Shopee users through consistent attention to their concerns and preferences,” concluded Tan.
To support these evolving needs and to better serve customers, Shopee’s logistics partner, SPX Express, is proactively expanding its delivery capacity and coverage area throughout 2024. Their extensive network of over 140 hubs and warehouses, coupled with a robust network of 1,200 service points provides buyers with both timely delivery and convenient self-collection points.
SPX Express is further bolstering its customer-centric approach by expanding self-collection points outside the Klang Valley to 700 within the next six months. This strategic move allows shoppers to seamlessly integrate package collection into their daily routines.
Source: Shopee Malaysia (Press Release)
