IMRG UK Consumer Home Delivery Review 2012

NEW YORK, July 30, 2012 /PRNewswire/ -- Reportlinker.com announces that a new market research report is available in its catalogue:

IMRG UK Consumer Home Delivery Review 2012

http://www.reportlinker.com/p0938298/IMRG-UK-Consumer-Home-Delivery-Review-2012.html#utm_source=prnewswire&utm_medium=pr&utm_campaign=e-Commerce

This report is the fourth edition of the annual IMRG UK Consumer Home Delivery Review, as always facilitated by the survey expertise of e-DigitalResearch. We are also grateful to Blackbay, the mobility solutions provider, who are supporting this review for the second year in succession, once again allowing us to expand the scope of our work.

Blackbay recognises that the last mile and doorstep experience is a critical component of the online shopping experience and is often the only part of the process where there is any human interaction. The performance of the delivery carrier during this vital stage is inextricably linked to the e-retailer and can play a key role in the consumer's decision to purchase online again.

In order to keep pace with the growing demand for online deliveries, e-retailers must be thinking about how best to retain their existing customers and win new ones. Successful e-retailers understand that the delivery experience does not stop simply at offering the best price or cheapest delivery options; it requires high quality end-to-end customer service right through to the doorstep.

This report reinforces the critical role of delivery performance for online consumers. Over two thirds (77%) of respondents confirmed that their choice of retailer can be positively influenced by the delivery service provided, with the main concern for consumers now clearly delivery related and centred on the frustration of a delivery arriving (that cannot be left) when no one is at home to accept it. This report also highlights the lack of predictability that consumers are experiencing if they are not at home to accept delivery. There is a lack of uniformity around 'carded' deliveries and delivery agents need to understand exactly what they should do in this scenario and how their actions can be communicated to the consumer.

Whilst the industry has seen considerable improvements in service quality and choice, there is still disparity between consumer perception of delivery and the quality of service delivered by carriers and retailers at the doorstep.

To ensure that the consumer receives a first class experience, e-retailers and their carriers must improve the level of communication throughout the delivery process with consumers. Making sure that consumers will always know where their parcels are and when and where they will be delivered is a key differentiator. It's all about communication. Enterprise mobility solutions enable that communication.

By supporting the increased scope of the IMRG's research Blackbay hopes that it can help suppliers, carriers and e-retailers improve their understanding of customer requirements and continue to innovate and improve the delivery experience.

Over recent years we have been careful to maintain the same structure to the survey and can now present a four year trend to show how consumer attitudes, behaviours and needs for online delivery are changing. We have made minor changes to a few questions and replaced a small number to ensure that the survey captures consumer opinion in respect of more recent developments in this area. Where appropriate we have noted any significant change but the trend tables and graphs do show how long each question has been included.

1. Introduction . 3

2. Executive Summary – Key Conclusions and Trends . 5

3. Main Findings 6

3.1 Perceptions and Influences 6

3.2 Delivery Choices 7

3.2.1 Information . 7

3.2.2 Preferred Delivery Locations 8

3.2.3 Security and Signatures . 9

3.3 Delivery Solutions 9

3.3.1 Provision of Information 9

3.3.2 Timed Deliveries 10

3.3.3 Alternative Delivery Locations 11

3.4 Returns . 12

3.5 Packaging and Damage 12

3.6 Mobile-commerce . 13

3.7 Environmental Considerations 13

3.8 Christmas Delivery 13

4. Delivery Best Practice . 14

5. Full Survey Results 15

6. Supporting Organisations . 80

Blackbay 80

About The Author. 81

eDigitalResearch 81

MICROS 81

MetaPack 82

Hermes 82

Annex – Parallels with the Micros Online Retail Delivery Report . 83

To order this report:

e-Commerce Industry: IMRG UK Consumer Home Delivery Review 2012

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