One in five Irish shoppers experience online delivery problems

One in five Irish shoppers experience online delivery problems

One in five people in Ireland currently experience problems with their online shopping deliveries, according to new research from PCA Predict. Furthermore, 12% said that they have experienced issues in the last year with up to ten of their online deliveries.

The data from PCA Predict found that the most common delivery issue faced by these Irish consumers by far was that of a parcel arriving late (67%).

Other frustrations included a package being returned to sender because the consumer wasn’t at home at the time of delivery (22%), followed by receiving a damaged item (18%).

Fifteen percent said their online purchase had been returned to its sender because the courier couldn’t actually find their address. However, 75% of those surveyed believed that Eircodes, introduced into Ireland in 2015, will alleviate the issues they face regarding online deliveries.

When asked who they would hold responsible for an undelivered online package, the majority (42%) responded they would blame both the retailer and the courier. Meanwhile 30% would blame the courier solely and 28% would hold the retailer solely responsible.

On the plus side, the majority of Irish consumers rate highly their online shopping experiences with Irish retailers, with 58% ranking them as “good” while 15% believed they were “excellent”. However there is still significant work to be done, with a quarter (25%) saying they felt the overall experience was average.

Chris Boaz of PCA Predict, commented: “The research really highlights the scale of Irish people regularly facing a delivery issue with their online purchase. Given Ireland’s position as one of the leading digital economies in the world today, it is worrying to find that one in ten people have had to face up to 10 problem deliveries in the last year alone.”

“However, there are some positives for the future to take from this research. With the majority of Irish people knowing their Eircode, and believing in the system, I believe this will mean we’ll see a significant reduction in Irish people facing such delivery problems in the coming years.”

“From an Irish retailers perspective, the findings really highlight the need for the online checkout process to be as effective and automated as possible. It is not always the fault of retailers for deliveries going wrong, people can sometimes even make the mistake of entering a wrong address. In order to avoid an unhappy customer, help is at hand in the form of address data verification technology, which ensures the best possible chance of a customer receiving their delivery.”

Last month, UK-based Citizens Advice published the results of its survey on e-commerce delivery – and it found that more than two thirds (69%) of UK online shoppers have had parcels lost, damaged or turn up late in the last year.

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