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.
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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