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IMRG UK Consumer Home Delivery Review 2016

Executive Summary

The eighth annual IMRG UK Consumer Home Delivery Review, supported by Blackbay, surveyed 1,300 adults – asking 50 questions to understand their online fulfilment perceptions and expectations.

Highlights from this edition include:

  • 74% consider a good returns service important when selecting who they shop with
  • Only 61% are satisfied with the returns service they receive
  • Access to real-time tracking and updates on the status of returns considered important

Andrew Starkey, head of e-logistics at IMRG and author of the report comments: “On the whole the picture emerging from this research is a positive one – with UK shoppers saying they are relatively satisfied with the quality of online delivery. However, there is no room to be complacent because, as services and delivery offers improve, so too customer’s expectations increase – and we can see that they are starting to demand better and more convenient experiences in relation to returns. Customers are also saying they want to be kept informed as to the progress of their delivery so they can plan to be available to receive their orders accordingly.”

  • Members can download the report by clicking on the red button on the right-hand side of the page
  • Non-members can download an executive summary here

This review is once again supported by Blackbay, the mobility solutions provider:

Blackbay is committed to our ongoing support for the Consumer Home Delivery Review. The delivery market is in a constant cycle of change with consumer demands increasing and the desire for transparent, consistent and fast delivery expected as the new standard of delivery.”

We are once again grateful for the support of eDigitalResearch (edr), part of MARU Group whose expertise provided the means by which we were able to reach out to UK consumers and capture the results reported here.