With consumer expectations continuing to rise, the retail and e-commerce landscape faces new pressures that demand faster service, stricter data protection and more transparent operations.
Recent research from SOTI uncovers the top five trends and challenges set to reshape e-commerce in Australia in 2025, from delivery speed to device reliability. Here’s what online retail businesses should anticipate in the year ahead.
- Declining consumer patience
In 2025, customers will demand even faster and more efficient deliveries with speed and convenience expected with every purchase. According to SOTI, more than two in five (44%) Australian consumers say they would abandon a purchase if delivery took more than two days, while 57% expect the option to pick up an item ordered online the same day.
“As consumers become increasingly accustomed to rapid service, e-commerce companies face greater pressure to match that speed across every interaction. Swift and seamless delivery is evolving from a convenience to a baseline expectation,” SOTI vice president of sales and marketing for Asia Pacific, Michael Dyson said.
2. A renewed focus on data protection
Data security will be top of mind for consumers next year, with 42% already concerned about retailers’ ability to protect their personal information and 31% fearing potential data exposure. In addition, over half (53%) of Australian transportation and logistics (T&L) workers worry about the security of customer data if mobile devices are lost or stolen.
“Customer data security is becoming a primary concern for both retailers and consumers. 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,” Dyson said.
3. Increased demand for real-time supply chain visibility
Consumers increasingly expect transparency for their online orders. SOTI research shows that more than three-quarters (77%) of consumers want to track their online order status in real-time, requiring enhanced supply chain tracking and communication to build consumer trust.
“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 e-commerce companies to elevate their supply chain visibility, transforming the way they track, share and deliver order information. By leveraging the right tools, organisations can gain a comprehensive view of metrics on real-time inventory tracking, fleet locations and delivery status,” Dyson said.
4. Device downtime to have an increasing impact on e-commerce
SOTI research reveals that e-commerce workers lose an average of 16 hours per employee per month to mobile device issues. Compared to SOTI’s T&L report from 2021, which highlighted downtime as a top concern for 78% of Australian T&L providers surveyed, SOTI’s latest research shows a decrease of almost an hour of downtime per month per employee.
“For e-commerce, tech disruptions often mean missed deadlines, stressed staff and unhappy customers. 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. This enables companies to remotely identify and address issues before they impact productivity, minimising downtime without the need for on-site intervention,” Dyson said.
5. Remote management to become a priority for driver safety
SOTI’s research indicates that more than one in four (22%) drivers report feeling compelled to speed up after tech-related delays to avoid late deliveries. In 2025, systems enabling remote troubleshooting will be critical to maintaining driver safety and keeping deliveries on track without sacrificing efficiency.
“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,” Dyson said.