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For consumers, price is everything
Higher prices mean savvy shoppers
Shipping and logistics are at the forefront for consumers
Overall shipping sentiment is on the rise
Reverse logistics is strengthening consumer sentiment
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Explore how customers are adapting and preparing for the 2025 peak spending season, amidst economic uncertainty and increasing trust in the end-to-end process.
As consumers move into the second half of 2025, many of the same concerns from the first half of the year remain. The lack of clarity around tariffs combined with ongoing inflation signal a cautious peak season for many consumers. Despite these uncertainties, many express confidence in the current supply chain, with limited doubts that warehouse and logistics personnel can handle this year’s demands.
5 Peak Season Insights
2025 REPORT
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Let's Go
Buyers who are surprised by the shorter time frame may be more intrigued by an offer of faster shipping times!
Less weeks between the two milestones also means less pay periods for consumers. In an already inflation-focused market, there may be less cash to go around.
More consumers than usual are likely going to be looking for deals and bargains this holiday season. Kenco foresees retailers and their logistics partners using a similar approach, ensuring they are offsetting higher prices with added-value offerings, cheaper shipping options and easier return policies.
TAKEAWAY
58%
9%
16%
Product Availability
Fulfillment Delays
Product Pricing/Inflation
Looking ahead to peak season shopping, price is the most pressing consumer concern, ranking 3.5x higher than product availability.
57%
Inflation
56%
Import Tariffs
30%
Higher Shipping Costs
$
Further, when asked what the reason for higher prices would be this peak season, consumers were nearly split on inflation and tariffs
Top Peak Season Concerns
1. For Consumers, Price is Everything
TIPS FROM THE EXPERTS
eCommerce shopping continues to be supported by ever-improving, efficient shipping. Kenco encourages retailers and their logistics partners to continue to optimize their end-to-end processes through innovative technologies like automation.
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Faced with higher prices, consumers are finding ways to get more with less.
2. Higher Prices Mean Savvy Shoppers
This year, more consumers will strategically choose when to complete their peak season shopping, taking advantage of deals such as Black Friday and Cyber Monday that allow consumers to purchase more while spending the same or less than last year. To accommodate this trend, Kenco anticipates retailers and their logistics partners extending holiday deals and value-adding to their offerings.
Will opt for free, slower shipping
75%
Overall, there’s an 11% increase in those waiting to start peak season shopping compared to 2024.
Plan to spend the same as or less than last year
79%
Parcel Management & Shipping Solutions
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Want delivery photo confirmation
36%
3. Shipping and Logistics are at the Forefront for Consumers
Consumers desire end-to-end visibility. Retailers and their 3PL partners must build out platforms to connect their shipping processes with delivery data and share them all in one view. Retailers who do so may see repeat business from consumers who value complete transparency.
As consumers accept higher prices as a potential reality, they are putting more emphasis on identifying shipping and reverse logistics solutions that fit their needs. This comes as 77% of shoppers denote that they plan on doing 40% or more of their peak season shopping online.
Want real-time map tracking
Would pay a fee to guarantee a specific delivery window
50%
Forty-one percent of professionals said AI-powered technologies are the crown jewel of their 2025 innovation strategy.
Not every professional will partake in the efficiencies of AI, however. Thirty-five percent indicated they are largely prevented from using AI because of company policy.
Reliable shipping processes are strengthening the overall peak season experience.
4. Overall Shipping Sentiment Is On the Rise
of ecommerce orders arrive on time
of consumer haven’t noticed a change in shipping reliability
87%
For consumers, free return shipping is the most important factor in the return process, over 2 times more desired than no restocking fees and reimbursement speeds.
5. Reverse Logistics is Strengthening Consumer Sentiment
72%
Free Return Shipping
35%
No Restocking Fees
31%
Reimbursement Speed
Report being unsatisfied with return experiences
3%
Return 10% or less of their purchases
78%
Kenco foresees an increased number of retailers and their logistics partners offering free or reduced cost return shipping to increase business during this year’s peak season dominated by online shopping.
What factors are most important to you?
ABOUT the 2025 Ecommerce SURVEY
Kenco surveyed 250 North American consumers to gather insights on buying decisions and attitudes around factors influencing spending and the end-to-end process during the 2025 peak spending season.
© 2025 Kenco Group | 2001 Riverside Drive, Chattanooga, TN | KencoGroup.com
ABOUT KENCO
Kenco supplies integrated logistics solutions that include distribution, eCommerce fulfillment, comprehensive transportation management and material handling equipment services, and customized supply chain solutions – all designed for Operational Excellence. Kenco continues to be a leading 3rd party logistics provider in North America, building lasting customer relationships for over 75 years. Kenco’s focus is to support customers’ business needs through connected solutions and to redefine third-party logistics by offering innovative solutions.
