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Consumers top gripes with UK delivery

With the Christmas shopping period now underway, the UK is about to hit its busiest season when it comes to package, parcel and post delivery.

However, new research from Mintel has revealed that as many as 62 per cent of those who use delivery most frequently, have experienced a delivery issue.

Research revealed that a longer than estimated wait for delivery of products (30 per cent) tops delivery users frustrations. This is followed by being unable to schedule a delivery for a convenient time (20 per cent), deliveries being left in unsafe areas (18 per cent) and damage to the content or packaging (17 per cent).

Meanwhile, receiving incorrect products (12 per cent) and difficulty arranging a redelivery (12 per cent) complete the nation’s top five delivery issues.

Further down the list, one in 10 (8 per cent) of those who use delivery most often say they have had a problem with unhelpful delivery personnel.

But it isn’t just delivery that is causing consumer angst, collection is also proving a cause for concern. Some 38 per cent of Brits who have collected a product in the last 12 months have experienced a problem, with long queues (20 per cent), unhelpful staff (12 per cent) and out-of-stock products (10 per cent) among the most common problems.

“Online retail will continue to grow within the UK and with it the demands put on retail logistics,” says Nick Carroll, senior retail analyst at Mintel. “While instances of problems are lower amongst those who have collected a product, the issues users have reported seem avoidable from a retailer perspective.

“While a big positive of click-and-collect, from a multichannel viewpoint, is that it allows store-based retailers to emphasise their brand traits when an online shopper comes into the store, if customers are faced with long queues, unhelpful staff or unavailable products, then the opportunity is lost and the benefits of coming into store are negated.”

When asked which newer innovations in the delivery and collection market consumers would like to see become more widespread, evening home delivery (43 per cent) tops the wish lists of those who use product delivery and collection. While GPS tracking of orders (35 per cent) and one-hour delivery slots (33 per cent) complete the top three innovation interests.

Finally, packaging is proving cause for concern for delivery and collection users as almost half (47 per cent) think that orders made via the internet come with too much packaging. Meanwhile, 57 per cent of users believe that retailers that sell online should offer a recycling service for old products.

“Consumers are becoming increasingly aware of how their consumption is affecting the environment,” continues Carroll. “Greater online volumes that bring more waste packaging, and delivery vehicles to serve the demand, may see consumers more actively question how their shopping habits are affecting the environment.”



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