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Online Retailing

Online retailing continues to deliver double digit growth even during a recession. However as consumers gain more online experience their expectations about the service they receive rise and offering a first class shopping experience becomes crucial to winning and keeping customers who can shop elsewhere at the click of a mouse.

The implications of failing to meet shoppers expectations are covered in the IMRG Valuing Home Delivery Review 2014 which shows that the cost to the UK's online stakeholders is at least £750 million a year and probably over £1 billion.

12 out of every 100 orders are not delivered to the customers expectation, perhaps because the order was not dispatched 'On Time and In Full' or because the customer was simply not at home when the carrier called. The reason doesn't matter to the customer who, if unhappy with the service will simply shop elsewhere next time - and about 40% of online shoppers confirm that they have done so - simply because the delivery of their order was not as they wanted. However 77% say that a positive delivery experience will encourage them to shop again with a particular retailer.

Spiral4 closely monitors and repors on this sector with detailed analysis and insight.

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