SOTI forecasts Australian eCommerce trends for 2025

SOTI's research unveils the top five trends and challenges set to impact Australian eCommerce in 2025, highlighting consumer expectations for faster service, stricter data protection, and greater transparency.

As the demand for speedy service increases, 44% of Australian consumers expressed that they would abandon a purchase if delivery took longer than two days, while 57% anticipate the option for same-day collection of online purchases. "As consumers become increasingly accustomed to rapid service, eCommerce companies face greater pressure to match that speed across every interaction," said Michael Dyson, Vice President of Sales & Marketing, APAC at SOTI. "Swift and seamless delivery is evolving from a convenience to a baseline expectation."

Data protection is gaining prominence, with 42% of consumers concerned about retailers' capacity to safeguard personal data and 31% worried about potential data breaches. Furthermore, 53% of transportation and logistics workers expressed anxiety over the security of customer data if mobile devices are compromised. "Customer data security is becoming a primary concern for both retailers and consumers," added Dyson. "Solutions like SOTI MobiControl provide enhanced visibility, security and management capabilities across all devices used in retail operations. In the event of a security breach, SOTI MobiControl can remotely manage, lock or shut down any device or IoT endpoint, ensuring that sensitive data remains protected. The future of retail relies as much on strategic data protection as it does on technological advancement."

Transparency in the supply chain is another key trend, as 77% of consumers desire real-time tracking of their online orders. Dyson explained, "Consumers have finite patience. They expect to see the journey of their order unfold in real time, from checkout to doorstep. This demand for transparency challenges eCommerce companies to elevate their supply chain visibility, transforming the way they track, share and deliver order information."

Device downtime poses significant issues, with eCommerce workers losing an average of 16 hours monthly per employee to mobile device difficulties. This indicates minimal progress since SOTI's 2021 T&L report. "For eCommerce, tech disruptions often mean missed deadlines, stressed staff and unhappy customers," Dyson noted. "Reducing device downtime is crucial to meeting customer expectations in fast-paced digital commerce. SOTI XSight provides proactive tools and real-time analytics, monitoring factors like battery health, app performance and network status."

The pressure on delivery drivers due to technology-related delays is a concern. SOTI's research found that 22% of drivers feel compelled to speed after such delays to prevent tardiness. Dyson remarked, "Our findings highlight a concerning reality—drivers face pressure to 'catch up' on tech delays, which can put them in difficult situations on the road. Device analytics – tracking app functionality, network connectivity and battery status – can proactively resolve device issues remotely, boosting productivity, enhancing employee wellbeing and improving customer satisfaction."