2007 DELIVERY REPORT NOW AVAILABLE
Snow Valley’s latest retail e-commerce report, e-Delivery in the UK 2007, is now available.
100 UK retailers, from Ann Summers to Woolworths, were assessed as part of the research. 22 aspects of the delivery process were evaluated, from available options through to international delivery and gift-wrapping services. We also placed orders with 71 of the retailers to allow us to monitor performance.
Key findings:
Delivery is getting faster:
- 54% of retailers delivered the goods with 2 working days as standard
- Only 7% of orders arrived later than the given timeframes
Delivery is more flexible:
- 64% now give at least two options for when their goods will arrive
- Only 11% now insist on delivering to the billing address
- 14% now have some kind of online/instore options
- 38% can deliver overseas
Delivery is being used for promotional purposes:
- 30% of the retailers that sent marketing e-mails included a free delivery promotion
And more improvements are on the way:
- 100% of respondees to our survey will evaluate delivery this year
- 60% plan to add more time of day options, such as pre-10.30 or PM
- 40% plan to add online/instore options
Carlo Rimini, Managing Director of Snow Valley, commented, “The days of retailers telling the consumer that ‘delivery is £4.99, it’s coming by Royal Mail and it’ll take 7 days, take it or leave it’ are gone. Two thirds of retailers can now provide at least two options – one retailer was able to offer 7 different options – and it’s increasing all the time.”
“Retailers are telling us that they want to offer more choice, especially when it comes to allowing the customer to choose a specific time for delivery, as they can with Ocado or the other supermarkets. Retailers, carriers and technology providers now need to work together to ensure that retailers in clothing or entertainment that don’t have their own delivery fleet can reach those levels of service.”