The Covid-19 pandemic triggered unprecedented growth in e-commerce and the courier industry. It also saw quick commerce – or Q-commerce as it is more frequently referred to – skyrocket in South Africa.Q-commerce entails the superfast fulfilment of orders for smaller quantities of things like food, groceries and over-the-counter medicines. This unique model aims to see delivery of goods and services within an hour of ordering.According to the South African Digital Customer Experience Report 2022, the concept of “on-demand” delivery is growing fast as what constitutes ‘great service’ is evolving. The report highlights the importance of the courier company in the express sector, pointing out that good value delivery is one of the top three factors for consumers in the e-commerce decision-making process. Reliability and pricing take up the other two spots.“A key challenge for so many brands using outsourced delivery is that the courier becomes the only point of contact the brand has with its consumers.”Focusing on one of the fastest-growing Q-commerce platforms in South Africa, Checkers’ Sixty60 app, which is handled by Courierit, the report highlights the need not only for a reasonable delivery fee and reliable service, but also friendly delivery people and the ability to track parcels.“It is clear that the single most important part of the South African e-commerce journey is delivery,” reads the report, which found that reduced or free shipping, as well as quicker delivery, remained the top demands of consumers. “We can definitively state that the last mile is the only mile that matters. Effective handling of logistics locks customers into repeat buying cycles.”
