Only one per cent of conversations about Black Friday parcel deliveries are positive
Only one per cent of social media conversations about delivery of products ordered on Black Friday are positive, research from Pelipod has found.
The analysis of 65,500 UK Twitter conversations over the past week has found that 39 per cent of the conversations relating to parcels and deliveries were negative, with the rest being neutral.
It was found that 16 per cent of negative social media conversations were complaints of not having received an expected parcel, while six per cent were unhappy with the condition of the parcel received and the customer service offered.
Six per cent also turned to social to complain about problems relating to planning to return parcels, while two per cent criticised the fact that packages were left in strange, inappropriate or irrelevant places.
Karl Wills, chief executive of the London-based Pelipod team said: “This analysis reaffirms what we already know – delivery is the weakest link in the e-commerce fulfilment chain. We’re seeing greater innovation with talk of drone deliveries and smart technology within stores and there’s promising dialogue about omnichannel retailing, but we still have a basic flaw in the delivery chain - parcels failing to reach the consumer.
“With an estimated 930 million parcels delivered in the UK in 2014, redelivery rates during peak periods run up to 20 per cent. The bottom line is that consumers want their parcels at their homes when they need them, and this has to be fixed.”
Four per cent of the negative social media commentary singled out Yodel.
Earlier this week, Argos temporarily delayed delivery times due to the Black Friday rush.