The MetaPack Group, a provider of eCommerce technology delivery services,
has today announced the findings of new research into the impact of delivery on
customer experience. Conducted by Research Now, the findings reveal that 59 per
cent of consumers are less likely or unlikely to order from a retailer ever
again if they have a negative delivery experience. Unfortunately for retailers,
78 per cent are likely to tell their friends about it. This highlights
how all too easy it is to lose customers at the final mile.
In fact, beyond a loss of existing customers, shortcomings in the
delivery of goods can discourage potential customers and future business too.
However, there is light at the end of the tunnel. By making delivery a
priority, retailers have the opportunity to build consumer loyalty and drive
repeat purchases. Getting the delivery process right means consumers will
reward retailers with their loyalty. As many as 95 per cent of consumers say a
positive delivery experience would encourage them to shop more with that
retailer in the future. Angela O’Connell, Marketing and Strategy Director,
MetaPack comments: “Retailers are under mounting pressure to get the delivery
experience just right, particularly as consumers get increasingly demanding for
more flexibility, convenience and control. More and more UK retailers are
working with delivery carriers to innovate to meet these evolving consumer
demands – Click and Collect and Sunday service are prime examples of this. The
challenge now will be for retailers to keep momentum and innovation high and to
continue to look for ways to better serve online shoppers.”
This is particularly true when you consider that UK consumers are
enthusiastic to try out alternative delivery models that will give them more
control over their online retail experience. For example, more than a third of
consumers (35 per cent) would consider drone delivery. This is especially so
for those aged 18-24, who are three times more likely to take a delivery by
drone than those aged 55 and over. As well as this, a large percentage would
use alternative delivery models which are currently on offer (76 per cent of
would choose same-day delivery, 73 per cent Sunday delivery and 69 per
cent: one-hour delivery). Now it will be interesting to see just how many
retailers take advantage of both what’s on offer and what’s new to the market.
Research Now surveyed 500 people aged 18 to 70 from the UK. The survey
took place throughout August.
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