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Are Retailers Maximising the Covid-19 Bounce?

A recent Descartes’ consumer survey highlighted the impact of the home delivery experience on customer satisfaction. 

The research was undertaken in July 2021 with consumers across Europe. The results highlighted that poor quality of the home delivery service is undermining overall customer perception of both delivery companies and retailers – leading to lost sales. The research concluded that retailers need to take ownership of the end-to-end experience, in order to address consumer expectations regarding tracking and communication; safe delivery and ease of return; and, increasingly, environmental considerations. 

Key findings include:

  • The quality of delivery experience has been far from perfect: just 16% of UK consumers are satisfied with their delivery service every time. 
  • 68% have had an issue with a delivery in the last three months – resulting in 24% loosing trust in a delivery company and 24% loosing trust in the retailer. 
  • Over a third of consumers also shared their poor experiences of both delivery company and retailer with friends and family – creating a ripple effect that rapidly undermines consumer perception.
  • 71% of European consumers consider the environment when making an online order
  • Almost a third are interested in bulking all orders to one weekly delivery.

Research - Consumer Deliveries - Covid19 bounce

Click to read the full consumer delivery research whitepaper