Valuing Home Delivery Review 2016

Supported by Blackbay

What is the cost of failed online retail deliveries in the UK? 

This report is the sixth in the series of the bi-annual IMRG Blackbay UK Valuing Home Delivery Review, designed to help the industry’s stakeholders understand the implications and costs incurred when online retail delivery fails to meet the shopper’s expectation – which is to get their online purchases first time, on time, every time.  

In the 10 years since the first review the industry has achieved considerable success in improving shoppers’ online delivery experience and controlling the costs involved but, as standards and performance improve, so customer expectations increase. The purpose of this report is to help the UK online retail industry maintain its momentum and keep up with these expectations.

The 2016 review focusses on the most likely delivery failure scenarios:

  1. Failed first delivery – re-delivery required
  2. Failed first delivery – collection by customer
  3. Late delivery
  4. Order lost – replacement sent

The 2016 review uses the most recent and valid 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. 

Once again we are grateful for the support of Blackbay, the mobile workforce management specialists who have demonstrated their commitment to improving delivery efficiency by supporting this review for the third time. This is in addition to their ongoing support for the IMRG UK Consumer Home Delivery Survey. These two reports combined provide an in-depth view of what consumers expect from online retail delivery and the commercial implications of failing to meet those expectations.

IMRG members can access the full report by logging in at the top right of the page.


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