New SOTI research reveals key consumer demands that could make or break e-commerce success in the coming year.

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 as they

plan for the year ahead.

1. Consumer patience is set to decrease

In 2025, customers are expected to demand even faster, more efficient deliveries. In a world of instant gratification, speed

and convenience is expected with every purchase. According to SOTI, 44% of 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. Meeting these demands requires e-commerce companies to streamline delivery processes and uphold the

seamless experiences customers now expect.

“As consumers become increasingly accustomed to rapid service, e-commerce companies face greater pressure to match

that speed across every interaction,” said Michael Dyson, VP of Sales & Marketing, APAC at SOTI. “Swift and seamless

delivery is evolving from a convenience to a baseline expectation.”

2. Data protection to become a renewed focus  

Data security will be top-of-mind for consumers next year, with 42% already concerned about retailer; ability to protect

their personal information and 31% fearing potential data exposure. Additionally, 53% of Australian transportation and

logistics (T&L) workers worry about the security of customer data if mobile devices are lost or stolen. With the prevalence

of online transactions growing, businesses must reinforce secure logins, encrypted payments and robust device

management to protect sensitive data and safeguard customer trust.

“Customer data security is becoming a primary concern for both retailers and consumers,” said 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.”

3. The demand for real-time supply chain visibility to increase

Consumers increasingly expect transparency from start to finish when it comes to their online orders. SOTI research

shows that 77% of consumers want to track their online order status in real-time. This demand for visibility presents a

challenge for e-commerce operations, 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,” Dyson said. “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 statuses to ensure

they’re providing their customers with the best possible service.”

4. Device downtime expected to have an increasing impact on e-commerce organisations

Mobile technology is essential for e-commerce operations, yet device downtime is a growing concern. 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 See Survey , SOTI’s latest research shows a decrease of almost an hour of downtime per month per employee.

This indicates very little progress has been made over the last three years because tech is not integrated seamlessly.

From network outages to connectivity issues, tech disruptions can lead to delivery delays, workplace stress and negative

customer experiences.

“For e-commerce, tech disruptions often mean missed deadlines, stressed staff and unhappy customers,” explained

Dyson. “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.”

5. Remote management to become a priority for driver safety

Delivery drivers face significant pressure to meet demanding schedules, and SOTI’s research indicates that 22% of

drivers report feeling compelled to speed up after tech-related delays to avoid late deliveries See report - 5 things customers told us . 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,” noted Dyson. “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.

SOTI's latest report, The Road Ahead: Driving Digital Transformation in T&L, can be downloaded here. The Road Ahead