During the summer of 2021, we conducted a survey aimed at online retailers and customers about the responsibility of e-commerce. 

In the study, online retailers identified the three biggest challenges in developing e-commerce responsibility. They were:

• Customers are reluctant to pay for responsible solutions.

• Our own knowledge and skills regarding responsibility are insufficient. 

• There is no time for responsibility work.

Of the online store customers who responded to the survey, 49% wish that online retailers would include the costs of carbon footprint compensation directly in the product price. 83% of respondents are willing to pay for carbon footprint compensation.

The study also reveals that customers are willing to compromise on delivery speed in the name of responsibility: 84% of respondents are willing to wait longer than usual for their online order delivery if the delivery method is significantly more environmentally friendly.

Customer experience is an important success metric in e-commerce, but often retailers also have to compete aggressively on price. It is therefore understandable that including the costs of responsible actions in prices is a concern. The study's result provides a positive message in that regard. Consumers are willing to pay for responsible practices.

Open, up-to-date, and high-quality communication about the responsibility and environmental friendliness of e-commerce products and processes plays a crucial role.

Interested? Download the full research report Crasman Insight – Responsible E-commerce.