Menu
contact-iconContact Us

uk-flag Derby, United Kingdom: +44 1332 406 100

uk-flag London, United Kingdom: + 44 870 766 2831

us-flag Richmond, VA, United States: +1 804 337 2818

us-flag Christchurch, New Zealand: +64 3 977 7000

aus-flag  Melbourne, Australia: +61 39 909 7736

Go To Contact Page


fb-icon
twitter-icon
linkedin-icon
google-icon

21 May

Delivery information and returns highlighted as key issues for shoppers

Seventh annual edition of report finds satisfaction with returns drops to 61%

Lack of pre-purchase and in-transit information also frustrate online shoppers

Overall satisfaction with online delivery remains consistent at 82%

Provision of delivery information and the quality of the returns process are the two key areas where online shoppers expect a better experience, according to a new report.

The seventh annual IMRG UK Consumer Home Delivery Review 2015, supported by Blackbay, is a survey of 1,300 adult consumers to understand their online fulfilment perceptions and expectations. The survey for this review was compiled by eDigitalResearch.

Overall, satisfaction with online delivery remains consistent at 82% and concerns about delivery are showing a steady downward trend. However, perceptions move with the development of the solutions provided and there are areas where customers want to see improvements – most notably:

Pre-purchase delivery information – allowing them to make the right delivery choice and avoid having to abandon their basket because the right options are not available or additional delivery costs are too high

In-transit delivery information – 85% really value this as it allows them to anticipate when the order will arrive and defer or divert to a time or place more convenient

Returns – overall satisfaction with this area fell back to 61% from 68% in 2014. This is a particular issue given that 78% said the quality of the returns service is an important factor when deciding who to shop with

Click & collect is a now a recognised delivery option for 98% of respondents, with over 60% having used it to receive an online order – either from the retailer’s own store or through a 3rd party parcel store or locker network.

Andrew Starkey, head of e-logistics at IMRG: “While overall satisfaction with online fulfilment has remained consistent over the past few years, the delivery experience has become a key differentiator for customers – with 70% confirming that a good delivery experience will help keep them loyal to a particular retailer. It is therefore important for industry to keep innovating to keep pace with evolving customer demands – click and collect is a good example of how customers will adopt new solutions if they greatly aid convenience, with 60% now saying they have made use of the option.”

Nigel Doust CEO at Blackbay: “Delivery companies need to put their customers in control of their deliveries - ensuring that they have confidence that the delivery will be made when they expect it. Smart delivery companies are already deploying software solutions to give their customers control of their deliveries by enabling them to track a delivery, change a delivery time or place up until the final minutes of delivery, deliver during a specific time slot, delivery to a safe place/neighbour, etc. However the important thing is that customers understand exactly what kind of delivery service they are paying for and have the confidence that the order will be delivered, with visibility throughout the delivery journey.”

You can download an executive summary of the survey here , for non IMRG members please email This email address is being protected from spambots. You need JavaScript enabled to view it. for more information on the report.

Delivery Connect Express Trial Demo the leading end-to-end delivery solution for today's delivery company.
Sign up for a free demo and to recieve set-up instructions to try Delivery Connect

Free Demo

First Name(*)
Invalid Input

Last Name(*)
Invalid Input

Company Name(*)
Invalid Input

Phone Number(*)
Invalid Input

Email Address(*)
Invalid Input

Number of Drivers(*)
Invalid Input

Business Type
Invalid Input

Promo Code
Invalid Input

Submit

Thank you for trialling Delivery Connect we will be in touch shortly In the mean time why not take a couple of minutes to watch this informative Delivery Connect overview video

Try or Buy

Invalid Input

Invalid Input

First Name(*)
Invalid Input

Last Name(*)
Invalid Input

Company Name(*)
Invalid Input

Phone Number(*)
Invalid Input

Email Address(*)
Invalid Input

Number of Drivers(*)
Invalid Input

Business Type
Invalid Input

Promo Code
Invalid Input

Please enter the security code here(*)
Please enter the security code here Invalid Input

Submit

Thank you for submitting your details we will be in touch with you shortly