Being arguably one of the biggest factors impacting customer retention, a successful delivery proposition requires as much attention as we place on customer acquisition.

Each year IMRG carry out extensive research into the online retail delivery proposition, namely through our Consumer Home Delivery (CHD) and Delivery Service index (DSi) studies. The CHD research studies the opinions and perspectives of 1000 customers in the UK, whereby we ask them numerous questions to create yearly comparisons and trend lines. The DSi is research we carry out on 350+ retailers’ websites to reveal the state of delivery, providing comprehensive insights on best practice.

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Delivery Service Index topics include:

After having analysed over 350 UK retailers websites to reveal key delivery benchmarks, we intend to create best practice reports covering a range of delivery topics, which can be supplemented by shopper perception and expectation data. Sponsorable DSi reports include:

  • Delivery options – a report looking at how many options retailers offer, how they price them up, and how this differs by product category; how many offer free / threshold / paid delivery
  • Alternative delivery – a report looking at the distribution of C&C options offered by retailers, how many offer lockers, 3rd party options, how many charge for them, broken out by product category
  • International delivery – how many countries are served, how much do they charge for delivery / return, how long does it take, broken out by product category
  • Returns – how many charge for returns / free, how many offer exchange rather than refund, how many delivery options, any that are free / paid, how much do they charge for returns


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Companies you can reach:

Amara logoEbay logoHobbycraft logo

Asda logo Halfords logoMarks and Spencer logo


Job titles you can reach:

  • Head of Carrier Management
  • Head of Customer Experience
  • Director of Fulfillment
  • Head of Buying and Merchandising
  • Head of Customer Operations
  • Head of Channel
  • Head of International Development
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Example report

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Benefits of collaboration to you:

The Delivery Service Index report will be co-branded and promoted as a report in collaboration with your organisation. Your brand will get reach our 20,000+ strong audience of ecommerce leaders and decisions makers. You will also get the opportunity to present your findings, presenting yourself as industry thought leaders.

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"IMRG reports provide unparalled brand awareness on toics that are relevnat to our business. They also help to feed our pipeline with relevant leads."
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