ASOS wins Golden Chariot award for delivery excellence
ASOS was the winner of the first ever ‘Golden Chariot’ award, created by UK-based Snow Valley to celebrate excellence in online retail delivery. The award was presented to the ASOS team at the launch party in London for the 2010 edition of Snow Valley’s 2010 Online Retail Delivery Report on 20 January.
A ranking of the 137 retailers was created, based on three criteria: value for money, customer service, and flexibility. Although the ranking won’t be published, ASOS took the number one spot closely followed by Ebuyer, PC World, and Amazon.
ASOS achieved the top spot by a combination of factors: Value for money – ASOS balanced a very reasonable delivery charge with a fast service; Customer service – it was easy to find delivery information, online order tracking was good, and e-mail notifications were sent throughout the process; and Flexibility – ASOS has one of the latest deadlines, as 6pm is their cut-off for next-day delivery and they offer a good range of delivery options, now including same-day and nominated day
Masood Choudhry, head of fulfilment & logistics at ASOS said: “We were really pleased to win the Golden Chariot award. In 2009 we started the Style with Substance initiative and have since made significant improvements to our delivery proposition and service. Our customers clearly want choice, convenience, value for money, and high levels of service. That is what we aspire to provide. However, we know there are opportunities to improve, so watch this space in 2010!”
Now in its fifth year, the 2010 Online Retail Delivery Report is based on Snow Valley’s annual research into how UK online retailers are handling the process of delivery. Orders were placed on 137 online stores and every aspect of delivery was monitored from the perspective of the customer.
Carlo Rimini, CEO of Snow Valley, said: “We make a point of not criticising any individual retailer in our Online Retail Delivery Report. We honestly believe that most e-commerce teams know the importance of getting delivery right and they’re striving to improve, even if they’re not quite there yet.
“Our reason for producing the Online Retail Delivery Report is so we can help our clients and the online retail industry as a whole to improve and continue improving their delivery services.”
