Delivery frustrations cost online retailers billions in lost sales

Retailers are “dropping” as much as £31.5 billion in on-line gross sales every year due to delivery-related “frustrations” when prospects come to pay, analysis exhibits.

A report back to be printed this week has discovered that 24.8 per cent of tried on-line purchases are deserted by customers due to poor supply selections, excessive supply charges and gradual supply speeds.

The report, Battling Basket Abandonment, by GFS, a supply firm, and Retail Economics, a consultancy, says that 83 per cent of shops imagine they provide supply choices that meet prospects’ wants, however solely 48 per cent of customers agreed.

Three in 5 retailers within the research provided specific or next-day supply and fewer than half supplied nominated supply or parcel pick-up factors. Parcels left in insecure locations, poor packaging and difficulties returning gadgets have been the highest three “ache” factors.

Richard Lim, chief govt at Retail Economics, mentioned shopper expectations have been “increased than ever earlier than” and so they confirmed “little tolerance” for manufacturers unable to fulfill these ranges.

“It’s clear that with such a excessive proportion of on-line baskets being left deserted on the level of checkout, retailers have to prioritise providing a variety of supply choices to swimsuit their prospects’ wants if they’re to win.”

Bobbie Ttooulis, govt board member at GFS, mentioned: “The analysis validates, and extra importantly places a worth on, what we’ve all the time identified to be true: that lack of supply choices leads to misplaced gross sales on the checkout. In our expertise, retailers are properly conscious of this, however wrestle to beat the interior prices and complexities.”

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