Tuesday 29th Sep 2020 - Logistics & Supply Chain

Bad delivery experience drives away consumers

Six out of ten consumers are unlikely to order from a retailer ever again if they have a bad delivery experience, according to a study by MetaPack.

Worse still, 78 per cent are likely to tell their friends about their bad experience, the study conducted by Research Now for MetaPack, suggests.

But, as many as 95 per cent of consumers say a positive delivery experience would encourage them to shop more with that retailer in the future.

MetaPack’s Angela O’Connell, said “Retailers are under mounting pressure to get the delivery experience just right, particularly as consumers get increasingly demanding for more flexibility, convenience and control. More and more UK retailers are working with delivery carriers to innovate to meet these evolving consumer demands – Click and Collect and Sunday service are prime examples of this. The challenge now will be for retailers to keep momentum and innovation high and to continue to look for ways to better serve online shoppers.”

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