70 per cent of consumers want more flexible delivery options to be available, according to new research by Sorted.
The delivery experience company also found that 66 per cent of consumers agree that retailers and delivery companies should work more closely to make deliveries as smooth and successful as the rest of the shopping experience. The research demonstrates that lack of convenience accounts for 25 per cent of failed deliveries.
- 46 per cent of shoppers said convenience and personalisation of fulfilment were key factors in online buying decisions
- 27 per cent said they thought delivery was disconnected from the rest of the retail experience.
- 23 per cent said that more progressive, location-based delivery options would improve the delivery experience, through more convenient ‘to device deliveries’, where an order is delivered to a customer by geo-locating their smartphone, kerb side fulfilment using their car’s Bluetooth location or drone delivery.
“Retailers no longer govern industry progress or change – instead, it is now in the hands of the consumer,” said David Grimes, chief executive at Sorted. “Despite recent focuses on improving the delivery and fulfilment side of customer buying journeys, these findings highlight the worrying reality that shoppers are simply not satisfied with current levels of service.”