Brits sour on retailers after hearing about bad delivery experiences
A new report from Metapack highlights the effect of negative delivery experience on consumer shopping behaviours.
Research was undertaken across the UK, France and Germany, with more than 3,000 consumers taking part.
Metapack found that over 60% of UK consumers have shared negative delivery experiences with friends and family.
Alongside this, almost 15% have taken to social media and 22% of UK consumers have posted an online review, following one negative delivery experience, and over 35% of Brits have stopped shopping with a retailer completely.
40.6% of shoppers claim to have bad post purchases experiences with some degree of regularity.
Across the different geographical markets surveyed, the frequency of bad experiences is consistent. However, when examining shoppers’ age, younger people are reporting more frequent bad experiences.
Duncan Licence, VP Global Product at Metapack, says: “In today’s e-commerce first landscape, retailers need to be investing in post-purchase experience technology and infrastructure to meet rising consumer expectations.”
“Our new research reveals how consumers really feel about their delivery experiences and its importance when it comes to retaining customers and increasing their loyalty. It’s not just a case of consumers having disappointing delivery experiences first-hand, but also the consequential impact of hearing about delivery experience second-hand, that will be worrying retailers.”
“Over the past few years, consumer expectations on delivery have changed to focus more on convenience, choice, and tracking, and retailers need to ensure they’re able to satisfy these needs, or risk losing customers.”
Another key takeaway from Metapack’s research is the growing importance of the delivery proposition as part of the overall experience, with 87% of UK shoppers stating that the range of delivery options presented to them is an important factor.
Almost 70% of the latter, meanwhile, state that the carrier assigned to deliver their order also impacts on their overall delivery experience.
