Home Delivery Statistics
Why 'Intelligent Delivery' is so important
Delivery represents one of the biggest issues in e-Commerce today, with businesses using delivery to either save on costs or attract more sales. This section lists statistics relating to each aspect of delivery and is a good resource for anyone looking to research the impact of delivery on their business Useful reports on aspects of deliverySnow Valley –Online Retail Delivery Report This report provides an insight into what other retailers are offering in terms of delivery options. It is a good measure of how your delivery offering stacks up against your competition or to gauge industry trends in delivery. MetaPack sponsor this report and there is also a white paper available here which tells you how you can address the issues raised in the Snow Valley report. **IMRG – Valuing Home Delivery This report discusses delivery in terms of customer expectation as well as from a carrier perspective. It is essential reading to gauge the commercial impact of delivery on your business. *Royal Mail – Delivery Matters This report details the trends in delivery as a whole, not just for online shopping. ***GSI Commerce –Multi-Channel Retail Report This is the first report of its kind that reports on MultiChannel issues ie how retailers are using their online and high street presence to their benefit. MetaPack has also compiled a practical guide to address the issues raised in the GSI report, available here.
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The effects of delivery on: Sales
Losing Sales: 68% of potential customers abort online sales at the delivery page
Delivery Options: Customers are no longer satisfied with a simple set of delivery options. If you are trying to decide which delivery options to introduce, this graph illustrates a ‘wish list’ of delivery options that customers would like.
Delivery is as important as design: 45.2% look at delivery pages without even looking at the merchandise first!
This means that all the effort and cost involved in designing an attractive, media rich and customer-centric website goes to waste if your basic delivery promise is flawed.
See how to expand your delivery options
Customer delivery needs: The chart below details customer preferences regarding delivery issues.
The effect of delivery on: Operations
Getting your delivery right first time, every time is essential if costs are to be controlled.
MetaPack enables ‘Intelligent Despatch’, a dynamic module which selects the most cost effective and reliable carrier service (or most suitable service if using a single carrier) automatically to ensure costs are kept down and reliability sustained.
See Save on Operational Costs
Cost of first time delivery failure: It costs 10 times the cost of the original delivery when a delivery fails first time.
Inefficiencies: Current levels of delivery inefficiency add 70p to the cost of every parcel dispatched and 75p for every delivery.
The effect of delivery on: Customer Services
By introducing an efficient, automated and proactive system of communicating delivery statuses to customers, you can save up to 50% on your inbound calls.
This means you can save on staff costs or increase their capacity to do more useful tasks such as upselling to customers.
See Customer Care
The effect of delivery on: Returns
More and more retailers are moving away from placing the burden of returns on their customers.
These figures from the latest Returns and Refund report from Snow Valley illustrate how different sectors deal with returns, as well as the trends in those sectors.
Furthermore, returns have taken on an extra dimension as retailers seek solutions for their international deliveries.
MetaPack offers full Returns functionality, enabling retailers to either manage or the customer to ‘self serve’ their returns quickly and efficiently.
Returns process: 76% of consumers cite an expensive or lengthy online returns or refund procedure would put them off making a repeat purchase online.
The Impact of International Delivery
The UK leads the world in online shopping and retailers have an opportunity to sell internationally.
MetaPack offers the ability to streamline the fulfilment of international orders to nearly 200 countries worldwide, including the production of all the relevant paperwork and duty calculations.
See International
International trade is highly profitable for UK customers: The UK is a net exporter of e-Commerce... exporting £2.80 for every £1 it imports
Who delivers overseas?
• 42% of UK retailers only delivered online orders to the UK
• 43% could deliver worldwide
The delivery promise
• ‘Up to 10 days’ was the most commonly predicated lead time.
• The average charge for overseas delivery was £12.27
The effect of delivery on: MultiChannel
MetaPack defines Multichannel as the ability to order from anywhere, despatch from anywhere, deliver to anywhere and monitor the delivery whilst in transit from anywhere.
See MultiChannel
Growth: Mutichannel Retailers grew by 31% in 2009/10 as against 15% for pure play online sellers.
Purchasing options: if a retailer has an item that is out‐of‐stock and does not offer its customers any other purchasing options while they are in store, there is a very good chance that it will lose the sale to its competition online.
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