Final mile is often the final straw for UK consumers according to new research from eDelivery EXPO


British Public Still Prefer the Human Touch Rather than Autonomous Methods to Deliver Goods

LONDON, 27 February 2018 – eDelivery EXPO, Europe’s leading event for retail fulfilment today launched the results of its ‘The Importance of the Final Mile’ research which investigated 2,000 UK consumers’ perceptions and experiences of the delivery of goods purchased online.

According to the Office of National Statistics, the proportion of internet spending continued to rise, with almost one in every five pounds spent online by the end of 2017. Online retailing also saw year-on-year growth of 9.4%. With the global parcel delivery market approaching $350bn in 2017 (Apex Insight’s Global Parcel Delivery Market Insight 2018), it’s clear that delivery is a critical element of the overall customer experience. With 93% of Brits having ordered a product online within the last month, the vast majority of consumers will have had a recent interaction with a delivery company or courier. Unfortunately, it is not always a positive experience.

The Final Mile Can be The Final Straw for Many
The final mile is the customer’s final touch point with the retailer in the purchase journey. The findings reveal that it can literally make or break the customer relationship. In fact, poor delivery practices have made 18% of respondents stop shopping with certain retailers, with only 4% of them turning to click and collect and 4% resorting to purchasing in-store.

Poor delivery practices can tarnish a retailer’s reputation with customers’ friends and family. Almost a third (29%) of Brits admit to telling a friend or loved one to avoid a particular retailer because of a bad experience they’ve had with delivery.

Delivery Issues Dragging Down Online Retail
Out of the top five dislikes of online shopping, three were delivery related. When asked about what they most disliked about shopping online, having to pay delivery fees was the second most irksome at 56%, just behind not being able to ‘experience’ the physical product. The inconvenience of returning items came in third (40%) and the hassle of having to be in for a delivery fourth (28%). Seventeen per cent claim that they always check the courier company used by the retailer before purchasing, with 22% saying there are some courier companies they actively avoid. Fifty six per cent say they are annoyed if goods are not delivered when promised.

Delivering the Goods…Badly
Having the wrong package delivered tops the list of delivery annoyances at 75%, closely followed by missed deliveries being returned to a depot far from the recipient’s home (74%). Damaged parcels comes a very close third (71%), with parcels left in inappropriate places at 53% and having to pay a premium for next day delivery at just under half of respondents (49%).

Humans v Drones
Many retailers have begun experimenting with automated delivery techniques (drones and autonomous vehicles) but consumers have their concerns around the reliability of these new techniques. Almost half (49%) think autonomous delivery would be less reliable than human delivery, whilst a third think it’ll be equally reliable. Just over a third (34%) say they would always trust a human over a machine to make a judgement call on what is best to do with their delivery, with a quarter being worried that their package would get lost or damaged. Despite these reservations, 37% accept that autonomous deliveries will be the norm within the next five years.

With delivery proving such a crucial aspect of the modern customer journey, ensuring it is reliable, affordable and meets customer expectations is paramount. At eDelivery EXPO, experts from delivery giants such as Deliveroo and Royal Mail will be discussing how new technologies and techniques will shape the final mile in 2018 and beyond.

For further information and to register free for eDelivery EXPO and InternetRetailing EXPO please visit http://edeliveryexpo.com/. Get involved on Twitter by following @edeliveryexpo and with the hashtags #EDX18 #IRX18.

Comments on research findings from eDelivery Expo exhibitors
Maia Bulbul, Head of International Business Development at London-based last mile delivery service Quiqup:
“The landscape in which retailers operate today has changed. The growing culture of impatience is real and consumer demand for everything faster, more flexibly, and at the touch of a button is penetrating every corner of our lives. Online shopping is supposed to make our lives easier, but delivery windows that span several hours feel like a chore, not a convenience. Retailers that offer delivery services that accommodate the dynamic schedules of their consumers have the opportunity to set themselves apart from even the biggest players in the market. Those who don’t, are likely to suffer at the hands of competitors with last mile muscle.”

Neil Cotty, CEO of UK-based enterprise carrier management company, GFS:
“The research highlights how critical delivery is for consumers and how easily a bad experience can result in lost customers and lost sales – it can be a competitive advantage or a weakness.

“In fact, what we see is that the delivery experience has to start much sooner than the actual delivery but at the checkout. Baskets are quickly abandoned if consumers don’t get the choice of delivery options and convenience they expect and demand. They also want up-to-date tracking and proactive notifications. What they don’t want is unexpected surprises – a parcel not turning up at the expected time or worse still, not turning up at all.

“Not all retailers have the resources or expertise to compete at this level which is where they need to partner with experts like GFS who bring everything together – the technology, shipping and logistics expertise and proactive customer care – giving retailers complete and affordable solutions to delight customers from checkout to doorstep. “

Darko Atijas, Sales and Marketing Director at Neopost Shipping Europe:
“These findings highlight that negative shipping experiences do more than simply cost retailers money due to increased costs of returns and logistics: they adversely affect repeat purchases and ultimately the lifetime value of the customer.”


About InternetRetailing EXPO
InternetRetailing Expo (IRX) 2018 is an unmissable two days of essential, thought-provoking content for 5,000+ visitors (75% retailer) to learn, network and discover the latest multichannel retail trends and innovations all for free!

Now in its eighth successful year; IRX features over 100 hours of industry-researched interactive content, 100+ visionary speakers, 300+ industry-leading multichannel exhibitors, a day one after party for retailers only, eight free conferences, excellent networking opportunities and is co-located with our eDelivery Expo.

eDelivery Expo (EDX) 2018 is Europe’s only dedicated fulfilment event covering (S.O.L.D) – Supply Chain, Operations, Logistics and Delivery for multichannel retail. EDX delivers two specialist conferences: Final Mile and Operational Excellence plus expert led one-to-one clinics and hands-on workshops all for free.

Speaker or exhibitor enquiries:
Speaker carl.goodman@internetretailingevents.com
Exhibiting, sponsoring or partnership enquiries info@internetretailigevents.com
02073847802

Media Contacts:
Jamie Waddell
Kaizo
0203 176 4725

Have any Question or Comment?

Leave a Reply

Your email address will not be published. Required fields are marked *

This site uses Akismet to reduce spam. Learn how your comment data is processed.

::::::::::::::::::::::::::::::::::6733:::::::::::::::::::::::::::::::::;;

:::::::::::::::::::::::::::::925:::::::::::::::::::::::::::::::

TRIO STEEL IS ONE OF THE MOST TRUSTED BRAND AND LEADING EXPORTER AND SUPPLIER OF CARBON STEEL, ALLOY STEEL & STAINLESS STEEL PIPES & PIPE FITTINGS MATERIAL. Triosteel is one of the leading Suppliers and Exporters of API 5L Pipe in Singapore. Triosteel also Exports to many countries like Indonesia, Iran, Saudi Arabia & many more. An API 5L pipe is manufactured by adhering to the specifications laid down by the International Organization for Standardization (ISO) 3183.

2780

buy! buy! CHEAP! Telefonie VoIP CHEAP! buy! buy! CHEAP!

2781

buy! buy! CHEAP! Telefonie VoIP CHEAP! buy! buy! CHEAP!

——————————————–

For the 2012 MLB period, we found an totals forecast Joao’s Renowned Over/Under João Zorro Gonçalves, Zcode Totals Pro, System of the time with progressions that have been successful over 98 98% ... We eventually perfected our over/under program ( Zcodesystemexclusive ), although it h-AS has brought years of investigation. Five Steps to Making a Winning MLB Method: 1. Execute appropriate cash management tools. 2. MLB rules that are comprehend. 3.Extensive testing back to make sure successful longterm results ...

——————————————–

There is always a challenge when you're dealing with the Foreign Exchange Market. That's just the nature of the beast. The best thing you can do is to learn about how the market operates as a whole so that you will be ready to meet these challenges. iq option penipu Never be misled by any profit gains in binary options. This is the number-one way traders end up losing their money and ultimately failing. Remember that the same things that make you laugh can make you cry in this market, and you can lose that $700.

——————————————–

Learning Polish has never been this fun and easy as with our podcasts Learn Polish with Polishpod101 Start today and become conversational in Polish in no time

——————————————–

The Best Website Agen Poker Resmi www.sakupoker.com Terpercaya come join

——————————————–

Do you need edmonton phone systems service ? Call complete communications today!

——————————————–

High-tech solutions for easy start-up of your IPTV/OTT-business

——————————————–

——————————————–

If you want to purchase not only one item, you have a chance to enjoy privileges. There is a sale’ tab on the site which offers a fantastic range of reduced counterfeit watches and accessories, such as sunglasses, cufflinks, watch straps and pens. Luxury Jewelry Replica At MCA.MN On Sale You get a 5% discount if you buy two pieces, this discount increases to 10% if you buy 4 pieces or more. There is free international shipping on all orders on this site. We also offer customers a free return anytime with a 100% money back guarantee.

——————————————–