e-Retail Delivery in the UK

A report by Snow Valley for IMRG
Contents
Summary of Findings
Summary of Sector Trends
Section 1 – Delivery Time options
1a. How many delivery time options did the retailer provide?
1b. Where no time options were provided, what was the delivery timeframe?
1c. Was it possible to choose a specific date for delivery?
1d. Was it possible to choose a specific time of day for delivery?
1e. Was it possible to choose Saturday delivery?
Section 2 – Delivery Flexibility…………………………………………………………………………………………………11
2a. Did the retailer specify a time by which the order had to be placed?
2b. Was it mandatory for the order to be delivered to the billing address?
2c. Was it possible to split the order across delivery addresses?
2d. Was it possible to add special delivery instructions?
Section 3 – Delivery Cost……………………………………………………………………………………………………….14
3a. What was the cheapest delivery option on offer?
3b. Did the retailer offer free delivery above a certain order value threshold?
3c. When did the customer first get to see the delivery cost of their specific order?
Section 4 – Delivery Information Quality…………………………………………………………………………………16
4a. On the homepage, where was the link to the delivery information page?
4b. What terminology was used as the link to the delivery information page?
4c. Did the site make it clear that a signature would be required?
4d. Did the retailer offer online order tracking?
Section 5 – Returns Options & Information……………………………………………………………………………18
5a. Was there a link to the returns information from the homepage?
5b. What returns options were available for unwanted goods?
5c. Is original postage refunded if unwanted goods are returned?
5d. Who covers the cost of returning unwanted goods?

P:LibraryB2CE-retail delivery in the UK 05 IMRG Snow Valley.pdf