Date: 9 February 2010
IMRG Press Release: Consumer Delivery Survey 2010
This is to introduce the IMRG Consumer Delivery Survey for 2010. The purpose of the survey is to ask online shoppers how they feel about the delivery services provided to them and understand their needs and expectations.
We ask what would improve their home shopping experience and encourage them to increase their online shopping? The results are made available to all our members at no charge, to help them develop their delivery offering and enhance their business.
EXECUTIVE SUMMARY – KEY CONCLUSIONS AND TRENDS
This is the first time we have included trend information, the detail of which are shown in the full report. Overall the industry should congratulate itself with the progress made over the past year and we have improvements in a number of key areas:
13% fewer people are now concerned about delivery as a barrier to home shopping.
We have seen wider availability, promotion and awareness of convenient delivery options and an improvement in the provision of information.
Overall satisfaction in home delivery services is up by an impressive 13% and the incidence of successful 1st time, on time delivery is up, to 83%. The perception of safe arrival / undamaged delivery is much improved with credit being given to the quality of packaging and handling. Most recollections of a ‘damaged’ delivery are now over 12 months old.
Returns services appear to be better but consumers would still like more convenient drop-off points and better information on the progress of the return delivery with confirmation of safe receipt.
HOWEVER
There is an increase in concern about the risk of failure due to no one being at home to accept and / or sign for the delivery, and people are even more concerned about additional costs related to home delivery.
Despite the overall satisfaction figure, 75% of consumers have experienced a complete or ‘1st time’ delivery failure.
17 out of 100 deliveries are still not completed in line with the consumer’s ideal expectations.
IMRG Members can download the Full Report HERE. Login and Password will be required.
Non members can purchase the report for £250 by emailing market@imrg.org
What the Industry says:
"The IMRG Consumer Delivery Survey 2010 adds significant actionable value to existing studies in this market" Royal Mail
“Home Delivery Network finds the Consumer Survey a valuable piece of work which provides an important insight into the needs of customers and the services retailers and carriers need to offer. Home Delivery Network will use the information to inform its future service strategy which aims to develop consumer driven convenience services.” HDNL
"This year's report gives some great insights into consumers' experience of and desires for bc2 deliveries and returns - much of this reflects the work we have done with our own clients. Great to see that the pioneers of improved delivery options are being rated highly, but the report is clear that there is still so much work to be done, especially on returns. Having trended information included is a big advance". GSI International