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BizReport : Ecommerce : June 27, 2016


Report finds 'last mile' issues continue to dismay consumers

According to the recently released findings of the JDA/Centiro Customer Pulse 2016 Report 'last mile' issues continue to be a significant pain point for consumers.

by Helen Leggatt

The survey, conducted by YouGov, found that there has been a significant increase among UK adults experiencing problems with online orders. More than half (53%) had experienced problems with an online order in the previous 12 months compared to 47% in the previous year. The problems encountered most frequently were during that 'last mile' - late deliveries (42%) and missed deliveries (36%).

Furthermore, an increase in the number of people receiving incorrect or damaged items was revealed. Twenty-one percent cited having received an incorrect order (up from 15% in 2015), and 26% had received damaged items (up from 22% in 2015). As a result, the number of people who would switch retailer due to such problems rose from 71% to 73%.

"Last-mile delivery and collection issues continue to be major pain point for many retailers, and solving these problems is both an economic and operational challenge," said Jason Shorrock, vice president, retail strategy EMEA at JDA. "Retailers are making considerable investments in their delivery and collection offerings, yet at the same time the majority of customers still expect the fulfillment of online orders to be free of charge."

The JDA/Centiro Customer Pulse 2016 Report also asked respondents who they felt was responsible for resolving delivery problems. Six in 10 said the retailer should be responsible compared to just 33% who believed problems should be resolved by the delivery firm.

Tags: delivery, ecommerce, online shopping, retail, survey, UK










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