Royal Mail encourages e-retail best practice with delivery promise tool
Royal Mail has launched a new consultancy tool to help online retailers make sure they offer consumers the best possible experience and reduce shopping basket abandonment.
The internet based ‘Delivery Promise Tool’ can analyse any e-retail website, monitoring the quality and availability of delivery information such as cost, time, tracking, delivery options and contact details. It produces a detailed report which includes recommendations on how each website can improve its service.
Royal Mail created the tool after its Delivery Experience research revealed the importance that consumers place on having access to clear delivery information before placing an order online.
The research revealed that 19 in 20 online shoppers have abandoned a shopping basket, 37 per cent regularly, and that four in ten (42 per cent) did so because of the delivery charge.
The creation of the Delivery Promise Tool follows Royal Mail’s launch of 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.
Royal Mail has launched a new consultancy tool to help online retailers make sure they offer consumers the best possible experience and reduce shopping basket abandonment.
The internet based ‘Delivery Promise Tool’ can analyse any e-retail website, monitoring the quality and availability of delivery information such as cost, time, tracking, delivery options and contact details. It produces a detailed report which includes recommendations on how each website can improve its service.
Royal Mail created the tool after its Delivery Experience research revealed the importance that consumers place on having access to clear delivery information before placing an order online.
The research revealed that 19 in 20 online shoppers have abandoned a shopping basket, 37 per cent regularly, and that four in ten (42 per cent) did so because of the delivery charge.
The research also highlighted that:
• eight out of ten (84 per cent) of online shoppers expect clear delivery information before they place their order
• 81 per cent want the option to specify a delivery address for their goods
• 77 per cent like to be kept updated on the progress of their order.
• 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: “Our Delivery Experience research showed that delivery details and options are a primary influence on consumers’ choice of online retailer.
“We developed the Delivery Promise Tool to ensure that e-retailers are aware of what they need to be doing to provide consumers with the best shopping experience online. This means companies must be upfront with their delivery promise and make sure all information relating to delivery is very clear and easily accessible on their website.”
James Roper, Chief Executive of IMRG (Interactive Media in Retail Group), said: “We are delighted that Royal Mail has developed the Delivery Promise Tool which gives great practical and immediate help to the entire e-retail community in its bid to improve the quality for home delivery services provided for consumers.”
Andrew Wilson, Managing Director and Founder of The Catalogue Consultancy, said: “It is great that Royal Mail has taken the initiative to address consumer preferences relating to home delivery.
“Given that the tool has been developed with customer satisfaction at the heart, retailers would benefit hugely by using it to check that they are meeting consumer expectations online.”
The creation of the Delivery Promise Tool follows Royal Mail’s launch of 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.
