Wednesday 26th Oct 2016 - Logistics Manager

High cost of online retail failure

A quarter of UK adults would be unlikely to give a retailer a second chance if they received an incorrect or damaged product, according to a YouGov survey for Norbert Dentressangle.

But only six per cent strongly agreed that late ordering cut-off times for next day deliveries were important, while 38 per cent neither agreed nor disagreed.

However, 69 per cent of the 2,100 people responding to the survey said other people’s feedback influenced their on-line purchasing decisions, rising to 80 per cent for those using Twitter regularly.

Mark Catley, head of e-commerce development at Norbert Dentressangle said: “By removing the need for the customer to ever visit a store, on-line retailing reduces the number of physical customer touch points and, with this, the opportunity for brands to engage with their customers, thereby securing the emotional involvement and commitment which underpins customer loyalty.”