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Econsultancy Communications Retail

Growth anticipated for online retailers who offer next day delivery services


By John McCarthy | Opinion editor

July 2, 2014 | 2 min read

UK retailers who fail to offer basic services such as next day deliveries and free returns to consumers will experience minimal online growth according to research by Ampersand Commerce.

Retailers should accommodate the needs of consumers

The survey of 2,362 adults found that over a third of retailers do not provide next day delivery and a further fifth failed to offer free returns.

Econsultancy e-commerce identified that the UK has the third highest dissatisfaction rate with online shopping in regards to flexibility to choose delivery dates and time.

Retailers should focus more on providing next day delivery as 46 per cent of respondents said they prefer it to the ‘click and collect’ and same day delivery options. Sixty per cent of retailers offer click and collect and only a tenth provide same day delivery.

Forty four per cent of consumers said they would not pay for next day delivery and a further 42 per cent said they would not pay more than £5.

Half of respondents said they have tried ‘click and collect’ – a quarter of whom were over 55.

Darryl Adie, managing director at Ampersand Commerce, said: “How online retailers optimise their delivery service will become a key differentiator in the next 12 months as market leaders are already changing the definition of what next day means by offering later and later cut off times.

“The consumer demand and expectation for same day delivery is coming and online retailers who streamline their next day delivery now will be best placed to compete in that space.”

Ampersand Commerce, founded in 2009, is an ecommerce agency that helps retailers build better online stores using open source technology.

Econsultancy Communications Retail

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Ampersand is an award-winning commerce agency that helps major retailers build better online stores using open source technology. Founded in 2009 and based in Manchester, Ampersand has helped international multichannel retailers, such as Harvey Nichols and Bensons for Beds, increase conversion and efficiency through the strategic use of open source technology. 

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