Online retailers must up delivery games as physical stores reopen

72.5% of online shoppers are likely or very likely to stop recommending a retailer following a poor delivery experience. That’s according to research from Circuit, involving 1,000 people.

It also found that 85% of those who shop online will do so either about the same or more frequently over the next 12 months.

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— Circuit (@CircuitApp) May 11, 2021

A third have experienced a delivery issue in the past 12 months. Consequently, 23.9% of all deliveries result in a customer being likely to stop recommending a retailer. 

And the problem is bigger than many retailers realise as 22.5% who order goods online, experience delivery issues - but don’t complain. 

Jack Underwood Circuit Co-founder and CEO, says: “Our research highlights the huge impact last mile delivery has on retailers and their customers’ loyalty.”

“These results come at a crucial time for the industry. As stores reopen following a tough year, online retailers and couriers must ensure that they are doing all that they can to guarantee the best customer experience.”  

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