One in ten consumers experience problems with deliveries when shopping online
The survey, by address validation specialist Postcode Anywhere, polled 1,000 UK consumers and found that 9% have been put off any Christmas purchases this year because of past difficulties. A quarter of those polled had encountered a problem with online Christmas deliveries in the past.
Conversely, over half of respondents had never experienced a problem, which 30% of respondents attributed to placing orders early.
When asked to identify their two top reasons for delivery problems, 54% of consumers named "too many orders putting a strain on the network". This was closely followed by adverse weather (52%), not allowing enough time for delivery (36%), low stock levels (26%) and typing in incorrect address details (8%).
Postcode Anywhere's sales and marketing director Phil Rothwell said: “It's easy to focus on driving website traffic and forget that it's still paramount to deliver the products quickly, economically and accurately.
"People may be more comfortable now than they have ever been with the idea of ordering online. But what this study shows is that retailers can't take anything for granted - bad experiences can cause opinions and behaviours to change.
"Unfortunately, many online businesses still have relatively poor website technology and inadequate delivery capabilities. This doesn't just hold back potential profit margins for individual businesses - it damages the ecommerce industry as a whole."
The Retail Bulletin’s Multi-channel Retailing Summit, sponsored by eDigitalResearch on 1st February 2012, will examine how retailers can maximise profits and market share through cost effective, engaging and seamlessly integrated multi-channel strategies. The one-day event will be fully interactive and gives delegates the chance to ask questions and discover insights from retail experts in the multi-channel space.
Held in London, the Summit is retailer-led and confirmed speakers include Tesco.com, Halfords, Schuh, ASOS, Santander UK plc, Marks & Spencer, Boots.com, Game Group, Alexon Group plc, , Everything Everywhere, o2 Telefónica, Joules Clothing, Adnams Plc, eDigitalResearch, Collect Plus, Norbert Dentressangle, 2ergo.
The event was sold out this year so don’t miss out– register now and make a diary note to join your peers on February 1st 2012. Click here for full details and registration.
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