Supported by GFS


Welcome to the IMRG UK Consumer Home Delivery Review – 2018/19, which is a landmark edition as the tenth in the series. We survey over 2,000 UK households to benchmark current levels of customer satisfaction and expectation in regard to online delivery. The review has become a vital tool to help retailers shape their delivery proposition and anticipate future needs.

Over the past ten years this ‘deep-dive’ review has established a unique place in the field of e-commerce consumer research, asking more than 50 questions consistently focussed about online fulfilment and delivery. It not only provides a snapshot of the current position but offers this in the context of the evolving landscape, with up to ten years trend data for most questions.

This report covers:

  • What motivates shoppers to choose home delivery
  • Black Friday 2018 delivery statistics
  • Where people most like to have their deliveries made
  • The penetration of click and collect
  • The popularity of premium services
  • How mobile devices are used to monitor deliveries
  • Returns in 2018/19
  • Packaging, Damage, and Environmental Perceptions

This report is supported by GFS and Maru/edr.

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.

By combining technology and human insight expertise, Maru/edr offer a suite of complimentary VoC and full-service research solutions getting brands closer to their customers through feedback, insight and action. Having benchmarked the digital retail landscape since 1999, Maru/edr have a strong digital retail legacy delivering award-winning customer experiences that set retailers apart.

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