Attitudes towards Retail Home Delivery and Collection Services - UK - October 2016
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- October 2016
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“With online volumes continuing to rise, order fulfilment, be it delivery or collection, is becoming an increasingly important aspect of a retailer’s offering and one that consumers will increasingly base purchasing decisions on. It is not necessarily about the speed of a service, it is about offering the customer options to suit each individual purchase and need.”
– Nick Carroll, Senior Retail Analyst
This report discusses the following topics:
With increasing volumes online comes increasing wants, demands and needs from consumers and therefore retailers must have a broad set of delivery options at their disposal. The choice between the two also should not be binary for the consumer and retailer delivery options must be flexible both at the time of ordering and during the last-leg delivery process. Re-routing of orders in -transit has begun to be seen in the market and this is likely to be the future of order fulfilment, for example agile last-mile logistics which can react to consumers’ own situation. The biggest players in the online space are already investing heavily in their last-leg fulfilment logistics, and increasingly bringing them in-house, to be more flexible in the services they can provide to their customers.
This Report is a consumer research focused Report although some market data, including market size estimates for the collection market, is included to give context to the consumer research. The primary focus of the consumer research is on the use and attitudes towards order fulfilment from online orders although other delivery dependent retail channels, such as traditional direct selling, and services, such as store-based deliveries, are touched upon.
Throughout the Report we talk in general terms about collection and delivery. For the purpose of this Report they are defined as such:
Delivery is defined as an order that is delivered to a customer’s home, work, place of education or any other location that they have used as a traditional postal address.
Collection is used as broad term to describe the numerous collection services offered in the UK retail sector. Broadly speaking collection orders can fall into one of three fulfilment methods:
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