Delivery problems convince 87% of online shoppers to switch

by Paul Galpin on 2012-05-30 01:30:18

New report from P2P Mailing reveals UK consumer attitudes towards online shopping delivery standards

29 May 2012: P2P Mailing, the mailing and distribution solutions provider, has released a new research report examining UK consumer attitudes towards online shopping delivery standards. Are you delivering? reveals that problem-free delivery of online shopping orders is essential if businesses are to retain customers. In fact, 87% of shoppers said that they would switch to another supplier if they experienced delays or delivery problems just twice or more.

The report forms part two of a study into UK online shopping habits, specifically looking into order fulfilment in a bid to understand its importance within the overall online service offering. The first report Setting the Standard – published in July 2011 – found that the assumption that next-day delivery and other premium shipping options gives online retailers a competitive advantage is, in fact, false.

A sample of 2000 UK consumers, representative by gender, region and age, was polled by independent research specialist Mindmetre. Other key findings of Are you delivering? include:

• Nearly two-thirds of consumers cite poor delivery standards as the worst thing that can go wrong with online shopping
• Consistently getting the online shopping experience right – from order to delivery – would convince nearly 90% (87%) of  consumers to buy more online
• Nearly a quarter (21%) of online shopping experiences are let down by something going wrong
• There is still widespread reluctance to buy from overseas online shopping websites
  
  

The report follows evidence UK consumers are continuing to spend more online, with the latest IMRG eRetail Sales Index predicting online sales figures will grow by 13% in 2012.

Paul Galpin, Managing Director of P2P Mailing comments on Are you Delivering? “the results could not be clearer.  Get online shopping delivery wrong, and your business will suffer as a result. Just two mistakes can be enough to persuade a customer to defect to a competitor.”

The full report Are you delivering? is available here: http://www.p2pmailing.co.uk/lindsell/Are_you_delivering_final-1.html

For more information on services from P2P Mailing Limited contact 01708 899 800 or visit www.p2pmailing.com