EU retailers failing to meet customer expectations beyond the point of purchase
Report finds that only half of EU retailers offer express delivery and a lesser 6% offer same day delivery across UK and Europe
Today Radial, the omnichannel technology solutions company, releases its annual eDelivery Index 2017, highlighting the hidden customer service failings of retailers across the UK, Italy, Germany and Spain.
In the Age of Immediacy, where a taxi can be ordered in minutes, movies streamed in seconds and consumers can receive goods on next or same day delivery – consumer expectation is high. Despite this, the research has revealed that on average only half of retailers offer an express delivery option, whilst a paltry 6% offer same day delivery.
Demand for Now
Given this Demand for Now, the research reveals that when it comes to delivery and returns consumer convenience is a top priority. In terms of delivery choices, many retailers have caught on to the advantages of offering flexible options, with 2.7 options available on average – while the UK firmly leads the way with 4.4 delivery options.
However, charges on any of these options will soon be a deterrent to today’s entitled customer – with findings that 79% of retailers now offer free standard home delivery, and 95% offer free Click & Collect as an alternative to paid postal service.
Missed Opportunity with Click & Collect