Shoppers happy to fork out for quick delivery despite two thirds revealing bad experiences

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Nearly half of customers (45%) are happy to pay an extra £3-6 for a specific or quicker delivery time, despite almost two thirds (65%) having had a bad delivery experience, according to a consumer study commissioned by enterprise solutions provider HSO.

The poll also revealed that 13% of consumers would be happy to pay between £6-10 while 8% stated that they would not pay anything extra to secure a faster delivery time.

The study discovered that of those two thirds that had a bad delivery experience, more than a third (38%) have had goods arrive late while nearly a quarter (22%) received packages left in the wrong place. Some consumers also noted that despite being ready to receive the delivery, they received a message from the courier citing that it could not be delivered.

HSO sales director Hector Hickmott said: “In today’s retail sector convenience is key, people are used to getting things instantly in most areas of their lives thanks to the internet and obtaining goods should be no exception. Retailers must be able to meet these customer expectations to retain business and remain competitive. To deliver this an effective logistics network is critical.”

The research also discovered that the option to ‘click and collect’ products from a store remains a popular choice among shoppers with 52% opting to use this method 2-10 times in the past year.

Furthermore, delivery related issues also topped the list when consumers were asked to choose their top two most valuable retail services at no extra cost. A free postal returns service came out as the biggest priority alongside guaranteed same day delivery, with both selections notching 56% of the votes. Delivery within a two hour specified time frame also registered as a clear third choice with 53%, ahead of mobile experiences (21%) and loyalty programmes (17%).

Hector added: “The importance of consumers being able to benefit from a quick and hassle free delivery service is clearly demonstrated. Shoppers are no longer satisfied with inaccurate delivery times and these results indicate that those retailers who can offer such services, even with an associated cost can seize the initiative. To deliver this, stock management and resource planning is essential, stores must have comprehensive back office solutions that can connect to the warehouse and provide real-time stock availability.”

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