We’re delighted to present you with IMRG’s UK Consumer Home Delivery Review 2022/23, supported by Huboo.

Our survey tracks the level of customer satisfaction and expectation regarding online delivery. Now in its 14th year, our trend lines have mapped over a decade of customer feedback, before, and after, the pivotal UK lockdowns.

Our thorough review is a crucial tool for shaping retailer’s strategies, informing the delivery proposition, reacting to changes in consumer behaviour, and anticipating future needs. In the past 14 years, our review has created a unique place for itself within online delivery research, as we get to the heart of what it is that customers are looking for. With more than a decade of trend data, for many of our question outcomes, our report reveals the ever-evolving delivery landscape, and provides invaluable context for every new question that becomes relevant, year after year.

Download this report to find out:

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    Overall Perception, Satisfaction & Loyalty

    Find out the level of consumer satisfaction over a time and which key issues prevent a consumer from making a repeat purchase.

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    Delivery Locations

    Where are consumers getting their parcels delivered, and where is the trend heading?

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    Environmental Matters

    How important is sustainability to consumers and how much are they willing to pay for it?

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    Looking To The Future

    What does the future look like for online delivery?

  • Download full report