1 in 3 UK retailers don’t offer next-day delivery

While 45 percent of British consumers say that next-day delivery would make them more likely to shop with a merchant, 66 percent of retailers offer this kind of service. Also, some retailers fail to meet consumers’ needs regarding free delivery.

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This retail expectation gap is the title of a report conducted by Brightpearl and Parcelhub, in which is shown that, still, many retailers don’t offer what consumers are looking for.

Free delivery makes it easier to choose

For example, 58 percent of consumers say that free delivery would make them more likely to shop with a retailer. They would also be more willing to wait longer when delivery is free. Four in ten consumers even say they would wait for up to a week, with only 11 percent expecting free delivery on the same or the next day.

Most consumers think 3 days to within 1 week is acceptable for free delivery.

When it comes to paying for delivery, 45 percent of consumers say next-day delivery would make them more likely to shop with a retailer. For delivery within two days and for click-and-collect the share is at 22 percent.

73% of retailers think they offer enough delivery options

One might think that retailers would do something with their customers’ expectations. Because by enhancing your delivery offering you can attract and retain customers and thus increase sales. So far, 34 percent of UK merchants don’t offer next-day delivery, even though 73 percent think they are offering enough delivery options.

The world of ecommerce has undergone a lot of changes and new hurdles in the last year.

“The world of ecommerce has undergone a lot of changes and new hurdles in the last year”, Steve Marjoram, Managing Director Parcelhub, says. “Retailers need to invest in their order and delivery management to overcome the challenges and to ensure that they can be adaptable and flexible, as well as offering an experience after the buy button that matches the expectations of the consumer.”

Consumers' top 5 delivery options and percentage of retailers that currently do not offer them