80% of UK shoppers want retailers to offer live visibility of their order, yet 20% of retailers still don’t offer real-time order tracking, according to research by Sorted.
The company surveyed 2,000 shoppers and 50 retail leaders and found that 21% of the former felt not having regular updates on the progress of their deliveries would make them shop elsewhere.
David Grimes, Founder and CEO at Sorted, comments: “As customer demands around immediacy of fulfilment evolve at pace, real-time reassurance around the status of online orders is a key consideration for shoppers. They want to be assured not only that a retailer can deliver their order quickly, but they keep their fulfilment promises at each stage of the delivery.”
“Live order tracking is now a core capability for driving value in the delivery experience and, if retailers can’t offer this service, they may find their conversions and customer loyalty are negatively impacted.”