The IMRG UK Consumer Home Delivery Review 2012 examines the ‘delivery' perceptions and needs of UK online consumers in fine detail. Tracking 50 questions over a 4-year period, the survey reveals trends and insights that e-retailers and e-logistics organisations will find critical in helping them develop fulfilment solutions that match the needs of their customers.
Key findings: Almost half of consumers still have concerns over delivery and take this into account when selecting the particular retailers they shop with.
More than three quarters consider that a good delivery experience will encourage them to make a repeat purchase and it's not just direct experience that counts; the impact of social media on respondent's perceptions has doubled in the past year.
The main concern for consumers is now clearly service-related and centred on the frustration of a delivery arriving (that cannot be left) when no-one is at home to accept it. Two-thirds of respondents ranked this as an important concern compared to less than half who remain worried about the additional cost of home delivery. This reverses the position from last year.
Returns are still a major source of dissatisfaction with 40% of respondents, but it is likely that e-retailers can make significant improvements to this position by using tracked returns services and acknowledging receipt of the returned order at the time of receipt. The survey is facilitated by the expertise of eDigitalResearch and Blackbay, the mobility solutions provider. This year the survey covered nearly 2,000 residents.
2. Executive Summary – Key Conclusions and Trends .
3. Main Findings
3.1 Perceptions and Influences
3.2 Delivery Choices
3.2.2 Preferred Delivery Locations
3.2.3 Security and Signatures
3.3 Delivery Solutions
3.3.1 Provision of Information
3.3.2 Timed Deliveries
3.3.3 Alternative Delivery Locations
3.5 Packaging and Damage
3.7 Environmental Considerations
3.8 Christmas Delivery
4. Delivery Best Practice
5. Full Survey Results
6. Supporting Organisations
About The Author
Annex – Parallels with the Micros Online Retail Delivery Report
IMRG is the UK's e-Retail industry association, engaged in promoting best practices in a pragmatic manner through provision of latest market insights, guidance, tools and networking events. Their research reports enable management executives to extract key information on latest (e-commerce) trends, consumer insights and formulate key business strategies.
Analysis carried out by our researchers is backed by real-time market information and data collected from reliable sources such as national statistical offices, membership organisations, business reports and news articles. Additionally, the data presented in reports is collected through extensive market research and views opined by industry leaders