RetailEXPO research: Brits blast online delivery offerings

93% of UK customers resent paying for delivery or feel the cost involved is too expensive, while 59% think retailers should give them money off or the item for free if an order arrived late.

That’s according to research by RetailEXPO, involving 2,000 Brits. Other key pain-points include a lack of choice in the options available, which annoyed 31% of UK shoppers, while 29% felt retailers deliberately inflated the prices of the most convenient time slots.

74% wanted real-time trackability. More sustainable options were also popular. 40% called for retailers to reduce the amount of packaging in deliveries, rising to 45% amongst 18–24 year olds. Delivery to device was also a key capability for two fifths of 18–24 year olds, with 19% wanting retailers to be able to deliver to a mobile device as opposed to an address.

Matt Bradley, Event Director at RetailEXPO, comments: “When it comes to customer experience, much time and investment is spent by retailers in delivering this in-store or online, but post-purchase customer experience often gets overlooked. It’s critical that retail businesses look beyond the point of transaction and build customer experience into fulfilment. Only then can they deliver value at each and every stage of the buying journey to drive repeat customer and grow customer lifetime value.”