Now in its eighth year, the Online Retail Delivery Report benchmarks UK retailers looking at the customer’s experience of the fulfilment process. It also provides an overview of how the delivery process is changing over time.
251 retail websites were analysed, with 228 live orders placed with retailers during the research of the report which evaluates every aspect of the customer experience, from the navigation of the website, to the door step experience.
The general picture this year shows retailers focusing on speed of delivery, good service and international growth. This year we saw an increase in the number of retailers providing a choice of delivery options in turn improving convenience for the customer. More retailers are offering international delivery although the impact that delivery costs have on international purchase decisions is unclear with many retailers testing different price points.
- 68% of Online Retailers offered Next Day Delivery
- 20% of the retailers offered free standard delivery to any UK address.
- 6% of retailers offered same day delivery in London.
- 21% of the retailers could not deliver outside the UK.
- 69% of retailers showed delivery information on the product page.
- 89% of retailers allowed the customer to track their order online.
The use of SMS text alerts during the fulfilment process has increased and 47% of those surveyed responded to delivery enquiries sent via Twitter directed to @tags.
Martin, Hawkes, Vice President for MICROS Retail UK said “With experience in ecommerce, multi-channel and store solutions MICROS recognises that when and how the customer receives their goods is a vital piece in the overall shopping experience.”
The 2013 Online Retail Delivery Report is available to download free of charge from www.micros-ecommerce.com/research
