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IMRG Consumer Delivery Survey 2011
IMRG, February 2011, Pages: 75
This is the latest in the series of the IMRG / eDigitalResearch Consumer Delivery survey, this year supported for the first time by Blackbay. Over recent years IMRG have been careful to maintain the same structure to the survey and can now present a three year trend to show how consumers' attitudes, behaviours and needs for online delivery are changing. This year IMRG are pleased to be able to report that the survey sample has grown to over 500 households, representing over 1,320 residents and active online shoppers of which over 920 are over 18 years of age. This is a significant increase of 20% on 2009-10.
Key Findings:
- Almost half (46.5%) confirmed that they can be influenced on their choice of retailer by the delivery service provided.
- Percentage of homes likely to be unoccupied during normal delivery hours remains constant at 55%.
- The biggest concerns for online shoppers remain as the additional cost of home delivery and the risk of failed delivery.
- Apart from the need to keep the cost of delivery down, the main solutions sought by shoppers to make life more convenient appear to be:
- Specific day and 2 hour time slot deliveries.
- Improved delivery information; before ordering, at the time of dispatch and in advance of delivery.
1. INTRODUCTION
2. EXECUTIVE SUMMARY – KEY CONCLUSIONS AND TRENDS
3. MAIN FINDINGS
3.1 Overall Perceptions
3.2 Influences
3.3 Preferred Delivery Location
3.4 Security
3.5 Delivery Performance
4. DELIVERY SOLUTIONS
4.1 Provision of Information
4.2 Timed Deliveries
4.3 Alternative Delivery Locations
4.4 Mobile Commerce
4.5 Returns
5. ENVIRONMENTAL CONSIDERATIONS
6. DELIVERY BEST PRACTICE
ANNEX 1 - Full 2011Survey Results
ANNEX 2 - 2008 – 2011 trend data
ANNEX 3 - Supporting Organisations
About IMRG
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
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