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UK consumers anticipate more misplaced parcels: Survey
21 Jul '21
2 min read
Pic: Sorted
With the large majority of UK residents out of the house after ‘Freedom Day’ on July 19, research reveals consumers anticipate more misplaced parcels as normality resumes. Almost a fifth of Brits are less likely to order online if they have a negative experience of delivery communications, according to research from delivery experience platform Sorted conducted by Opinium.
One in five Brits is much less likely to order online after just one negative delivery experience.
Forty two per cent of consumers say they have missed, on an average, three deliveries due to miscommunication by a brand or courier during the pandemic.
With 63 per cent expecting to be out of the house more frequently now that COVID-19 restrictions have begun to lift (rising to 77 per cent of those aged 18-34), retailers must focus on customer communications and a connected delivery experience to put consumer fears at rest.
Twenty two per cent anticipate they will be missing deliveries, or that deliveries will be left outside their home more frequently, as they return to normal work life on ‘Freedom Day’, July 19. Missing deliveries due to brand miscommunication is most common in London, where deliveries are more than twice as likely to happen (56 per cent) in comparison to Northern Ireland (24 per cent).
“Brands need to work smarter than ever to ensure consumers are kept updated, with this research showing that delivery communications are still clearly inconsistent and detrimental to a customer’s experience,” said Sorted chief executive officer David Grimes said in a press release.
One in five Brits is much less likely to order online after just one negative delivery experience.
Forty two per cent of consumers say they have missed, on an average, three deliveries due to miscommunication by a brand or courier during the pandemic.
With 63 per cent expecting to be out of the house more frequently now that COVID-19 restrictions have begun to lift (rising to 77 per cent of those aged 18-34), retailers must focus on customer communications and a connected delivery experience to put consumer fears at rest.
Twenty two per cent anticipate they will be missing deliveries, or that deliveries will be left outside their home more frequently, as they return to normal work life on ‘Freedom Day’, July 19. Missing deliveries due to brand miscommunication is most common in London, where deliveries are more than twice as likely to happen (56 per cent) in comparison to Northern Ireland (24 per cent).
“Brands need to work smarter than ever to ensure consumers are kept updated, with this research showing that delivery communications are still clearly inconsistent and detrimental to a customer’s experience,” said Sorted chief executive officer David Grimes said in a press release.
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