ASOS wins Golden Chariot Award for Delivery Excellence
ASOS was the winner of the first ever ‘Golden Chariot’ award, created by Snow Valley to celebrate excellence in online retail delivery.
Jon Tobbell from Hermes presents the Golden Chariot award to Hilton and Masood from ASOS:
The award was presented to the ASOS team on Wednesday night at the launch party for the 2010 edition of Snow Valley’s 2010 Online Retail Delivery Report. The report this year is sponsored by the delivery specialists, MetaPack.
Now in its fifth year, the 2010 Online Retail Delivery Report is based on Snow Valley’s annual research into how UK online retailers are handling the process of delivery. Orders were placed on 137 online stores and every aspect of delivery was monitored from the perspective of the customer.
The report itself does not highlight the performance of any individual retailer, but Snow Valley wanted to give the industry an example of a retailer that is doing sterling work in providing an excellent delivery service to their customers.
A ranking of the 137 retailers was created, based on three criteria: value for money, customer service, and flexibility. Although the ranking won’t be published, ASOS took the number one spot closely followed by Ebuyer, PC World, and Amazon.
ASOS achieved the top spot by a combination of factors:
- Value for money – ASOS balanced a very reasonable delivery charge with a fast service
- Customer service – it was easy to find delivery information, online order tracking was good, and e-mail notifications were sent throughout the process.
- Flexibility – ASOS has one of the latest deadlines, as 6pm is their cut-off for next-day delivery and they offer a good range of delivery options, now including same-day and nominated day
Carlo Rimini, CEO of Snow Valley, said; "We make a point of not criticising any individual retailer in our Online Retail Delivery Report. We honestly believe that most e-commerce teams know the importance of getting delivery right and they’re striving to improve, even if they’re not quite there yet."
"Our reason for producing the Online Retail Delivery Report is so we can help our clients and the online retail industry as a whole to improve and continue improving their delivery services."
Masood Choudhry, Head of Fulfilment & Logistics at ASOS said, “We were really pleased to win the Golden Chariot award. In 2009 we started the Style with Substance initiative and have since made significant improvements to our delivery proposition and service. Our customers clearly want choice, convenience, value for money, and high levels of service. That is what we aspire to provide. However, we know there are opportunities to improve, so watch this space in 2010!”
The launch party, which was held at The Groucho Club in London, was sponsored by Microsoft, Hermes, and CitySprint, and was attended by over 100 retailers and industry experts.
For more information and to register for the 2011 Golden Chariot award party, please visit Golden Chariot Awards
To download the 2010 Online Retail Delivery Report, sponsored by MetaPack, please visit www.snowvalley.com/reports