Supported by GFS


What follows is a short thought-piece from IMRG in conjunction with GFS, intended for tier 1 retailers. It introduces some new data and fresh insight on the difficult operational questions for online retailers, of creating the right balance for the online delivery offer and using it to scale the business:

• Offer too much and it becomes unsustainable on cost and capacity grounds

• Offer and deliver too little and it loses sales opportunity and customers


This paper is motivated by the agenda set by the IMRG Delivery Retailer Advisory Board which includes in its priority themes:

• Customer Experience by 2023 – sustaining the service promise

• Cost to serve – operational excellence in the first and final mile

• Cross-border and Brexit


It is intended to instigate debate around how to structure the delivery proposition.

This report is supported by GFS.

GFS is the trusted delivery partner behind some of the UK’s fastest growing ecommerce brands like Molton Brown, Dune, Superdrug and Mamas and Papas. Established in 2001, GFS is one of the largest global providers of multi-carrier, managed parcel services with GFS integrated technology solutions and proactive Customer Support as part of the service.

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