While 45% of British consumers say that next-day delivery would make them more likely to shop with a merchant, 66% of retailers offer this kind of service. In addition, some retailers fail to meet consumers’ needs regarding free delivery. This retail expectation gap is examined by Brightpearl and Parcelhub. Their report shows that, still, many retailers do not offer what consumers are looking for.
58% of consumers say that free delivery would make them more likely to shop with a retailer. Moreover, they would also be more willing to wait longer when delivery is free. Four in ten consumers even say they would wait for up to a week, with only 11% expecting free delivery on the same or the next day.
When it comes to paying for delivery, 45% of consumers say next-day delivery would make them more likely to shop with a retailer. For delivery within two days and for click-and-collect the share is at 22%.
One might think that retailers would do something with their customers’ expectations. By enhancing their delivery offering they can attract and retain customers and thus increase sales. So far, 34% of UK merchants do not offer next-day delivery. Even though 73% think they are offering enough delivery options.
The world of e-commerce has undergone a lot of changes and new hurdles in the last year. Retailers need to invest in their order and delivery management to overcome the challenges. In addition to ensuring that they can be adaptable and flexible. As well as offering an experience after the buy button that matches the expectations of the consumer.
