Shoppers Cite Concerns Over Cost, Speed and Environmental Impact
- Shopper satisfaction with online delivery has declined according to the IMRG Consumer Delivery Review 2018
- Online delivery concerns prevented 48% of shoppers from making purchases in 2018
- Risk of failed delivery, additional cost, slow delivery and vague timeslots were top reasons for concern
- Retailers need to reconsider e-commerce strategies due to Brexit complications
- Perceived environmental impact of online shopping is at a 10-year low
A recent survey by the IMRG Consumer Delivery Review 2018 has revealed a decline in shopper satisfaction with online delivery for the first time since 2011. The annual study, which polled 2,000 UK consumers, found that overall satisfaction dropped from 85% to 78% between 2017 and 2018. Concerns about delivery issues rose from 41% to 48%. Reasons for these concerns included risk of failed delivery (54%), additional home delivery costs (39%), slow delivery times (37%) and vague time slots (32%). Neil Cotty, CEO of Global Freight Solutions, stated that retailers should focus on convenience and transparency rather than fast-and-free delivery. He also warned about the impact of Brexit complications. Andy Mulcahy, IMRG strategy and insight director, noted a shift in perception regarding online shopping’s environmental impact due to media and government focus on excess packaging.
Factuality Level: 8
Factuality Justification: The article provides relevant information from a reputable source (IMRG Consumer Delivery Review) and presents accurate data on the decline in shopper satisfaction with online delivery. It also includes expert opinions on potential reasons for this decline, such as increased expectations due to improvements in delivery services, concerns about environmental impact, and the influence of media coverage. However, it could be improved by providing more specific details on how Brexit may affect delivery complications and offering more data on the shift in perception of online shopping’s environmental impact.
Noise Level: 4
Noise Justification: The article provides relevant information about the decline in shopper satisfaction with online delivery and highlights some of the reasons behind it, such as failed deliveries, additional costs, slow delivery times, and environmental concerns. It also mentions the potential impact of Brexit on e-commerce strategies. However, it could have included more data or examples to support its claims and explore possible solutions for retailers to address these issues.
Financial Relevance: Yes
Financial Markets Impacted: Online retailers and related logistics companies
Financial Rating Justification: The article discusses the decline in shopper satisfaction with online delivery, which can impact the sales of online retailers and the logistics industry. This can affect their financial performance and may lead to changes in their strategies to address customer concerns, such as offering more convenient and transparent delivery options.
Presence Of Extreme Event: No
Nature Of Extreme Event: Other
Impact Rating Of The Extreme Event: Minor
Extreme Rating Justification: There is no extreme event mentioned in the article, but the decline in shopper satisfaction with online delivery and increase in concerns related to delivery complications can be considered a minor issue for the e-commerce industry.
www.retailsector.co.uk