MAI Institute report Launch 27.10.2026

Logistics
That Sells

How delivery options and quality determine e-commerce customers’ purchasing decisions

Get the report before its official release! The official launch is on 27 October, but you can read the report earlier.

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Klientka e-commerce odbierająca przesyłkę

01Delivery

26.10Early access

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Why this report?

Does logistics really affect sales?

Can the delivery method determine whether a customer completes a purchase? And can the quality of returns service determine whether they come back?

E-commerce logistics is no longer simply about moving a parcel from A to B. Today it affects purchasing decisions, customer experience, trust in a brand and willingness to buy again.

In MAI Institute’s latest report, we examine what consumers really expect from delivery, how the last-mile market is changing, and how data, artificial intelligence and optimisation help companies keep their promises to customers.

A data-driven perspective

Numbers that change the way we see
e-commerce logistics

70.1^%

of consumers say that a simple and convenient returns process affects their choice of store.

57.2^%

of respondents reach a parcel collection point on foot.

80.3^%

of consumers say they would buy again after a positive returns experience.

These are just some of the figures cited in the report Logistics That Sells.

Inside the report

What will you find
in the report?

Five areas that show how logistics can genuinely drive sales and loyalty.

Delivery that affects sales

Why can having the right delivery options matter as much as the price of a product? How does the growth of parcel lockers and collection points change customer expectations?

The customer who wants choice

Do consumers really value speed above all else? Or are convenience, predictability and the ability to fit delivery into daily life more important?

Technology the customer does not see

How do data, AI, system integration and process optimisation affect punctuality, service quality and the delivery of promises made during shopping?

Returns that can build loyalty

What happens to a product after it is returned? Why can transparency in the return and refund process determine future purchases?

Conclusions and recommendations for businesses

What steps can make logistics more than an operating cost and enable it to support sales and customer experience?

For practitioners and leaders

Who is this report for?

E-commerce professionals

Logistics and courier companies

Fulfilment operators

Supply chain managers

Customer experience experts

Anyone interested in logistics and purchasing decisions

Early access

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Do not wait for the official launch on 27 October.

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