Opinion – Maria Inês Dolci: Fast delivery brings the store closer to the consumer

The ultra-fast delivery of products purchased on store websites is excellent for Brazilian consumers. It proves that true loyalty is to serve the customer well, reducing delivery times, increasing offers and lowering prices, when inflation finds itself in front of an economic team from the government that can truly face it.

In 2021, at Sindec (National Information System for Consumer Protection) –of the Ministry of Justice, which integrates data related to Procons from all over Brazil–, there were 85,490 calls about problems in the delivery of products. It was the fourth most complained item, after undue/abusive charges; SAC (Customer Service) – resolution of demands, and product with addiction.

The CDC (Consumer Defense Code) does not stipulate a deadline for delivery of items purchased by the customer, but requires adequate information about products and services in consumer relations.
Delivery delays increased during the most critical period of the coronavirus pandemic due to social distancing, which multiplied internet purchases.

Ecommerce revenue grew 27% in the country last year compared to 2020, totaling BRL 161 billion.

In the EY Future Consumer Index (FCI) survey, 44% of Brazilians surveyed said they were willing to only shop online in the near future. This indicates that the change in the consumption profile was not restricted to the period in which Covid-19 took us away from physical stores.

Prompt delivery, by the way, was one of the differentials of neighborhood trade when the pandemic made us stay at home. Added to the cordial service, with a touch of ‘neighborhood’. This convenience meant that some of these small establishments were able to maintain part of their sales even without the presence of customers in their stores.

As e-commerce seems to have conquered a space beyond pandemics, creating a structure to maintain and even reduce deadlines is a smart and necessary investment.