Delivery transparency key to good online shopping experience (UK)
Clear information on delivery charges and the ability to track the progress of items ordered are important factors in a good online shopping experience, a Royal Mail study has revealed.
Eight out of ten (84 per cent) of online shoppers expect clear delivery information before they place their order, while 81 per cent want the option to specify a delivery address for their goods and 77 per cent like to be kept updated on the progress of their order.
The study revealed that 19 in 20 online shoppers have abandoned a shopping basket with 37 per cent doing so regularly. More than four in ten people (42 per cent) ended their transaction before check-out because of the delivery charge.
And a good delivery experience comes only second to price in the overall shopping experience and is considered more important than shopping from established websites, well-known brands or having a large range of goods. 94 per cent of people are likely to shop again from an online retailer if they are happy with the delivery of their goods.
Val Walker, Head of Multi-Channel Retail at Royal Mail, said: “With 39 per cent of people now shopping online, and becoming increasingly comfortable with the process, delivery details and options are a primary influence on consumers’ choice of online retailer.
Clear information on delivery charges and the ability to track the progress of items ordered are important factors in a good online shopping experience, a Royal Mail study has revealed.
Eight out of ten (84 per cent) of online shoppers expect clear delivery information before they place their order, while 81 per cent want the option to specify a delivery address for their goods and 77 per cent like to be kept updated on the progress of their order.
The study revealed that 19 in 20 online shoppers have abandoned a shopping basket with 37 per cent doing so regularly. More than four in ten people (42 per cent) ended their transaction before check-out because of the delivery charge.
And a good delivery experience comes only second to price in the overall shopping experience and is considered more important than shopping from established websites, well-known brands or having a large range of goods. 94 per cent of people are likely to shop again from an online retailer if they are happy with the delivery of their goods.
Val Walker, Head of Multi-Channel Retail at Royal Mail, said: “With 39 per cent of people now shopping online, and becoming increasingly comfortable with the process, delivery details and options are a primary influence on consumers’ choice of online retailer.
“Royal Mail is constantly striving to develop new services to meet the needs of both online retailers and their shoppers.”
She explained: “Royal Mail recently launched two new services to improve the delivery experience for shoppers. Royal Mail Tracked enables retailers to provide their customers with a tracking number when the goods ordered are dispatched so that the shopper can track the progress of the delivery themselves.
“And the Safeplace service also gives shoppers the opportunity to specify a safe, alternative delivery point, such as a shed, porch or neighbour, should they not be at home to receive the item.”
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