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BizReport : Ecommerce archives : December 06, 2014

Negativity dominates social conversations about Black Friday ecommerce deliveries

While the news for retailers this Black Friday was largely positive, for online shoppers in the UK the weakest link - delivery - was cause for much negativity, according to research conducted by smart home-delivery box manufacturers Pelipod.

by Helen Leggatt

When Pelipod analyzed Twitter conversations that focused on parcel deliveries in the week following Black Friday, all was not good. In fact, of the more than 65,500 Twitter conversations between British consumers that took place, less than 1% were positive and 39% were deemed negative.

The most common complaint was non-delivery (16%) while 6% were unhappy with the condition of their parcel when it was received. Five percent had missed an expected parcel delivery.

Delivery service Yodel accounted for 4% of negative Twitter posts; not the first time the service has been seen in a bad light.

Six percent of the negative social media posts were related to problems relating to returns of packages while 2% complained of deliveries being left in "strange, inappropriate or irrelevant" places.

According to Karl Wills, CEO of London-based Pelipod, their research simply reiterates that there is a continuing issue with delivery or, as he phrases it, "the weakest link in the ecommerce fulfilment chain".

"We're seeing greater innovation with talk of drone deliveries and smart technology within stores and there's promising dialogue about omni-channel retailing, but we still have a basic flaw in the delivery chain - parcels failing to reach the consumer," said Wills. "With an estimated 930 million parcels delivered in the UK in 2014, re-delivery rates during peak periods run up to 20 perce. The bottom line is that consumers want their parcels at their homes when they need them, and this has to be fixed."

pelipod.pngBritish-designed and Welsh manufactured Pelipods are secure 'pods' that are linked to a central system so that it may only be opened by authorized users - such as couriers and recipients. Smart sensors and a camera provide all parties with proof of delivery. When ordering online, Pelipod users simply add a unique parcel code to their address which the courier then uses to open the smart box and place deliveries inside before securely closing. Recipients are sent an email to let them know their package has been delivered along with a unique code to access the Pelipod.

Image via Shutterstock

Tags: delivery solutions, ecommerce, online shopping, social

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