We are delighted to present you with our brand new ‘IMRG Delivery Service Index’ report, supported by nShift.

During May 2023, a selection of 370 retail websites were surveyed against 25 delivery-related criteria. A proportion of these criteria included reviewing how delivery-related information appeared in the user experience and customer journey, for both desktop and smartphone rendered versions.

The results were consolidated into a database for identification of trends. Observations were also made by the survey team to identify good practices, unique approaches, and poor operational processes.

The findings of this ‘state of the nation’ overview are corroborated with other data sources to provide actionable insights for retailers. Suppliers to this vital part of the value chain will also find opportunities to develop solutions to issues highlighted.

Key findings of this report include:

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    Delivery Offerings

    What are the different price points for standard and next day delivery?

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    Returns Propositions

    How are returns propositions structured and is there a drive towards free returns?

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    User Experience Insight

    Are delivery subscriptions effective for the user? and what are nShifts top tips for experience excellence?

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