Where Consumers Shop for Consumer Health

Delivery

This report comes in PPT.

Key findings

Omnichannel approaches are expected to remain dominant

A holistic omnichannel approach is expected to remain dominant globally, integrating digital and physical touchpoints for seamless consumer health product deliveries including medicines. Pharmacies worldwide are rapidly adopting this model, offering online consultations, e-prescriptions and home delivery to enhance patient accessibility and convenience.

E-commerce continues to show strong growth, gaining share steadily from offline retail

E-commerce continues to witness strong growth, steadily capturing share from offline retail across channels including pharmacies. Online sales of medicines, vitamins and dietary supplements are rising as consumers seek convenience, wider selection, more variety in discounts, promotions, and fast and repeatable doorstep delivery options.

Well-established leading offline and online platforms to maintain their position

Trusted offline and online platforms are set to maintain their leading positions by leveraging brand awareness, scale and integrated services. Major pharmacy chains such as CVS, Walgreens and Boots in the US and the UK and Watsons in Asia are enhancing digital capabilities to retain customers and compete with rising e-pharmacy players such as iHerb.

Consumers to favour convenience, wide product variety and quick deliveries

Consumers increasingly favour convenience, broad product variety and fast deliveries across all consumer health categories. Attractive offers and discounts drive trials, while many shoppers explore different products over the medium to long term before settling into repeat purchases of what works best for their health, especially subcategories such as vitamin and dietary supplements.

Retailers that modernise their logistics to efficiently fulfil consumers’ demands are set to grow

Retailers enhancing logistics capabilities to enable faster, more reliable delivery are gaining a competitive edge, particularly in consumer health and pharmacy. Platforms such as Amazon Pharmacy and Boots are modernising their supply chains with real-time inventory and smart replenishment to better serve health-conscious shoppers.