“What should really make retailers stand up and take notice is that more than half of people don’t take any action if their parcel is late – whether this is complaining or asking for a refund. This matters hugely because these customers are undoubtedly disgruntled, yet retailers will probably never know since they do not seek out customer services to rectify the situation. These customers are very unlikely to ever shop with this retailer again given that they’ve had a negative experience due to a missing parcel, and retailers don’t know there is a problem that needs fixing.”
“The way for retailers to ensure that consumers aren’t disappointed is by making the overall online customer experience as seamless as possible, especially at checkout. For example, retailers must now employ a smooth registration process which should be combined with smart address verification technology to ensure a parcel arrives at the correct address. Such technology simplifies and speeds up the checkout process by minimising the amount of manual typing needed while ensuring the data entered is valid. This is crucial as our own research found that nearly half of consumers told us they would abandon purchases if the checkout process is too long.”
“Retailers constantly have to meet ever increasing consumer demands, especially as online shoppers in the UK spend more per household than consumers in any other country.”
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