IMRG UK Valuing Home Delivery Review 2012
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Executive Summary - IMRG UK Valuing Home Delivery Review 2012
This is the fourth edition of the IMRG UK Valuing Home Delivery Review, following on from those published in 2006, 2008 and 2010.
The purpose of this review is to help the UK e-retail industry understand the costs incurred when online delivery fails to meet the shopper’s expectation, of 1st time, on-time, every time. This data allows the industry to consider what can be done to eradicate delivery failure and maintains the momentum of service innovation and development on the supply side and deployment of new solutions by e-retailers.
The 2012 review acts as a progress report and focuses on the costs associated with 6 delivery failure scenarios:
- Failed 1st delivery – re-delivery required
- Failed 1st delivery – collection by customer
- Late delivery
- Order lost – replacement sent
- Order lost – loss of customer goodwill
- Order undelivered and returned to sender
The 2012 review is supported for the first time by Blackbay, the mobile workforce management specialists who have demonstrated their commitment to improving delivery efficiency by adding this review to their on-going support of the IMRG UK Consumer Home Delivery Survey. The two reports combined provide an in-depth view of what consumers expect from e-retail delivery and the commercial implications of failing to meet those expectations.
The 2012 review uses the most recent and accurate data available from a number of different sources in order to create as complete a picture as possible and to allow validation and cross-checking of conclusions.
All previously unpublished data has been aggregated and no company’s specific data has been attributed. It is not our intention to provide comparisons between competing organisations but rather to bring the industry together to understand current levels of performance, what we can aspire to and the benefit of reaching higher standards in order to signpost opportunities for improvement.
The foundation datasets, upon which this review is constructed, comes from the IMRG MetaPack UK Delivery Index with additional aggregated data provided especially for this review.