2025 eCommerce Merchant Report

Introduction

The eCommerce sector is continually expanding and evolving. The move toward online shopping has seen significant growth, indicating that more people are choosing to shop online, which reflects changes in how we shop and use technology.

In response to these shifts, we thought we’d offer you insights into key areas such as digital platforms to target for sales growth, the rise of omnichannel shopping experiences, merchant preferences & consumer behavior, and effective business growth strategies. These insights will help you navigate the complexities of the modern market and better meet the needs of today’s consumers.

In the dynamic world of commerce, understanding and implementing key strategies can significantly enhance a merchant’s competitive edge. Establishing strategic partnerships with delivery providers is crucial, as it ensures competitive pricing, parcel safety, and timely delivery—meeting consumer expectations effectively. Enhancing customer satisfaction through flexible delivery options such as safe drop-off locations or adaptable delivery times can greatly boost a brand’s reliability. Aligning courier services with a business’s evolving needs also plays a pivotal role, focusing on scalability and flexibility to support growth and operational efficiency. Diversifying advertising strategies across various social media platforms and streamlining order fulfillment processes can substantially improve brand visibility and performance. These comprehensive strategies meet the demands of today’s market and lay the foundation for long-term business success.

Merchant Platform Use 2024

TradeMe has long been the most popular platform for selling product in New Zealand. That has shifted recently with TradeMe representing 45% of our merchants (down 5% from 2021) and Facebook Marketplace, up 5% to 31%.

Although TradeMe is still the main choice, Facebook’s Marketplace is gaining market share with its no listing fees, social integration and large user base as compelling benefits. Merchants should still select their platform/s carefully. In addition to reaching their target markets, merchants need platform/s that facilitate brand presence and customer connectivity for their business. International marketplaces, like platforms Etsy or Amazon are also potentials for Kiwi-based merchants. More and more business owners are seeing benefit in partnering with a truly international-facing platform.

According to our research, the following occasions take the lead as the biggest online shopping events:

1. Christmas
2. Boxing Day
3. Cyber Monday/Black Friday
4. Mother/Father’s Day

These occasions offer significant opportunities for both consumers and businesses. New Zealand Couriers recognises the importance of these peak times and actively optimises its delivery services to effectively handle the increase in online shopping. This proactive approach ensures efficient delivery processes that meet customer expectations and support the operational needs of businesses, thereby enhancing overall satisfaction and reliability during these busy periods.

Crucial attributes of delivery

Online shoppers consider several factors when deciding on a delivery service:

• Courier Performance: Will the item be delivered as expected and on time?
• Competitive Pricing: How does the cost of delivery compare to other services?
• Accurate Information: Is the provided information reliable, especially regarding package tracking?
• Package Security: Are there assurances that the item will arrive undamaged and secure?

These factors collectively influence consumer confidence and satisfaction with their delivery service choice.

5 ways to build customer loyalty:

By providing excellent customer service and ensuring the safe delivery of parcels, businesses can cultivate customer loyalty and encourage repeat purchases.

Strategies that work

To foster growth and efficiency in business operations, particularly in the e-commerce sector, companies must focus on several strategic actions.

First, selecting a reliable delivery partner is crucial. Evaluating potential partners based on their proven track record, especially for their capability to handle high volumes during peak periods.

Secondly, automating parcel dispatch is vital for enhancing operational efficiency, achieved by collaborating with service providers who can implement automation solutions that streamline dispatch processes and reduce manual errors.

Additionally, improving customer communication is essential; it’s important to set up systems that offer real-time parcel tracking and actively update customers about any potential delays to effectively manage their expectations.

Furthermore, improving customer communication is essential; it’s important to set up systems that offer real-time parcel tracking and actively update customers about any potential delays to effectively manage their expectations.

Lastly, investing in digital marketing is essential to attract and retain customers, develop a tailored digital marketing strategy that utilises social media, SEO, and online advertising to effectively reach and engage a digital-savvy audience. By implementing these strategies, businesses can position themselves for sustainable growth and improved customer satisfaction.

As we move into 2025, the eCommerce industry is experiencing important changes, influenced by new economic challenges and how consumers behave. For businesses to succeed, they need to focus on providing reliable delivery services and building strong partnerships with digital platforms. Good delivery services keep customers happy and coming back, while strong partnerships help businesses expand their online reach effectively. By focusing on these areas, businesses can grow steadily and adapt to the changing market, making the most of the opportunities that 2025 is set to bring.

Let’s work together to achieve excellence and outstanding business outcomes! Download our report for more strategies that work!