ebb Logistics

Global Shopper Survey: Trends Report 2025

Global Shopper Survey: Trends Report 2025

DHL surveyed 24,000 shoppers across 24 countries to uncover what’s shaping the future of online retail. The 2025 report highlights how technology, sustainability, and evolving customer expectations are redefining e-commerce worldwide.

  • AI & Technology: Nearly 70% of shoppers want AI-powered tools like virtual try-ons, voice shopping, and smart recommendations.
  • Social Commerce: Platforms like TikTok and Instagram are becoming shopping hubs, with younger generations leading adoption.
  • Delivery & Returns: Over 80% of cart abandonments are tied to missing delivery choices or unclear return policies.
  • Sustainability: Shoppers increasingly expect eco-friendly packaging, transparent carbon impact, and options to buy refurbished or recycled products.
  • Payment & Subscriptions: Buy Now, Pay Later (BNPL) and subscription services are boosting spending and loyalty across categories.

Generational & Regional Insights

  • Gen Z & Millennials: Strong demand for social commerce, AI shopping tools, and sustainable options.
  • Older Generations: More cautious about promotions like Black Friday and slower to adopt new technologies.
  • Emerging Markets: Leading in mobile shopping, app-based commerce, and sustainability-driven behaviors.

What It Means for Businesses

  • Expand delivery choices: Offer flexible, fast, and low-cost delivery plus customer-friendly returns.
  • Invest in AI: Virtual try-ons, chatbots, and smart assistants are becoming expected.
  • Prioritize social channels: Treat TikTok, Instagram, and emerging platforms as full sales channels, not just marketing tools.
  • Embed sustainability: Make packaging, logistics, and product lifecycles greener to win long-term trust.
  • Adapt by market: Localize strategy to match generational and regional differences.

Why This Matters

E-commerce is no longer just about selling products online. Shoppers want a seamless, personalized, and sustainable experience, from discovery to delivery and beyond. Retailers who embrace AI, social commerce, and greener logistics will not only stay competitive but also earn lasting loyalty.

Source: DHL E-Commerce Trends Report 2025

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