Customers reject retailers over negative delivery experience

The countdown to Christmas has begun. Marketers’ crimbo campaigns are gaining apace as the cold slowly creeps in, prompting the start of the jolly season. However, as orders come rolling in, are retailers prepared for the flurry of festive demand?

The MetaPack Group has announced the findings of new research into the impact of delivery on customer experience.

Conducted by Research Now, the findings reveal that 59% of consumers are less likely or unlikely to order from a retailer ever again if they have a negative delivery experience.

Unfortunately for retailers, 78% are likely to tell their friends about it.

Conversely, as many as 95% of consumers say a positive delivery experience would encourage them to shop more with that retailer in the future.

Research Now surveyed 500 people aged 18 to 70 from the UK. The survey took place throughout August.

Angela O’Connell, Marketing and Strategy Director, MetaPack comments: “Retailers are under mounting pressure to get the delivery experience just right, particularly as consumers get increasingly demanding for more flexibility, convenience and control.

More and more UK retailers are working with delivery carriers to innovate to meet these evolving consumer demands – Click and Collect and Sunday service are prime examples of this. The challenge now will be for retailers to keep momentum and innovation high and to continue to look for ways to better serve online shoppers.”

This is particularly true when you consider that UK consumers are enthusiastic to try out alternative delivery models that will give them more control over their online retail experience.

For example, more than a third of consumers (35%) would consider drone delivery. This is especially so for those aged 18-24, who are three times more likely to take a delivery by drone than those aged 55 and over.

As well as this, a large percentage would use alternative delivery models which are currently on offer (76% of would choose same-day delivery, 73%: Sunday delivery and 69%: one-hour delivery).

It will be interesting to see how retailers exploit growing delivery options and respond to growing consumer expectations, especially this festive season – the busiest time of the year.