Retailers must up delivery games as Freedom Day approaches

42% of UK consumers say they have missed, on average, three deliveries due to miscommunication by a brand or courier during the coronavirus pandemic, according to research from Sorted.

The company surveyed 2,000 people and says that, with 63% expecting to be out of the house more frequently now that Covid-19 restrictions have begun to lift (rising to 77% of those aged 18-34), retailers must focus on customer communications and a connected delivery experience to put fears at rest.

One in five Brits are much less likely to order online after just one negative delivery experience.

Alongside this, 22% anticipate they will be missing deliveries, or that items will be left outside their home more frequently, as they return to normal work life on ‘Freedom Day’, 19th July.

As far as our high street goes, it’s been a bit like the Hokey Cokey…
But now the stores are open, it’s less about location, location, location, and more about experience, experience, experience. 👌https://t.co/37TTqnLYma
— Sorted (@SortedOfficial) July 11, 2021

“Brands need to work smarter than ever to ensure consumers are kept updated, with this research showing that delivery communications are still clearly inconsistent and detrimental to a customer’s experience,” says David Grimes, CEO, Sorted (pictured above).

“After 18 months of people being home to receive parcels, we need to avoid the inevitable ‘parcel panic’ as people go back to their normal lives, when they leave the house more and worry about when their parcel will arrive.”

“In the new e-commerce experience economy, our research has revealed there’s a great opportunity for brands to differentiate themselves by owning the delivery experience end-to-end and connecting more with customers across the whole journey.”

He concludes: “With real-time tracking and personalised comms available to enhance the customer delivery experience, there’s no reason why brands should make customers rely on text or email communications alone.”

“With the rate of e-commerce growth unlikely to slow down, retailers need to create customer confidence regardless of where and how people decide to shop.”