Good Delivery Experience Stimulates Consumers To Shop Again

This week the fifth annual UK Consumer Home Deliver Review was published from the Interactive Media in Retail Group (IMRG) community, which highlights the strong impact of delivery experience on consumers’ shopping behaviour.

IMRG asked 1,290 Britons, including 864 regular online shoppers, to study the delivery perceptions and needs of UK consumers. The e-retail industry community found that 74% of UK consumers consider good delivery experience as a great incentive to purchase again from a particular retailer, Internet Retailing reported. Meanwhile, social media once again proved its ability to dictate consumers’ buying decisions, as 56% of those polled said that they have chosen a retailer based on comments posted on social networks.

When shopping online, consumers tend to often search for delivery information both before they make a purchase and before the delivery. What also encourages consumers to buy from a retailer is the opportunity to pick on their own the day or time for the delivery.

More than one in eight of the respondents prefer to have the items bought online delivered to home and 21% cited work as their usual delivery point. Click & Collect, a new option offered by more and more retailers, is the most common choice for 12.5% of UK consumers.

The additional cost of delivery is what worries consumers most about home delivery, which was cited by 60% of the respondents, followed by concerns as to what happens if they are not at home when the parcel arrives, cited by 56% of the sample.