Convenience and cost will be post-Coronavirus fulfilment concerns

With Coronavirus predicted to increase ecommerce sales  as consumers shift to online, the critical role last mile fulfilment plays in supporting UK’s retail industry has never been more apparent.

Post-Covid-19, convenience, cost, and increasingly environmental considerations will be the competitive differentiators around delivery that consumers will consider when buying online items,  RetailEXPO’s latest report suggests.

Original research of 2,000 UK consumers in the 2020 Vision: how retail’s continued transformation will look in 2020 and beyond from RetailEXPO shows ultimately customers want deliveries to be tailored to their individual needs.  Over half (54%) say delivery is all about convenience.

65% of 55+-year-olds indicate they want retailers to make delivery as convenient as possible. 19% of consumers say they will pay more to retailers who make the delivery experience more convenient.  This increases to more than a quarter (26%) of shoppers in London, with 23% saying they would like retailers to deliver goods to their device rather than location. 

But consumers want retailers to swallow the cost and this expectation is likely to continue if the prediction of a Covid-19 recession comes to fruition. 71% of customers claim that free delivery is a prime factor in their buying decision and nearly half (47%) say their biggest online shopping bugbear is that order delivery isn’t free.

Increasingly, shoppers are also looking for environmentally friendly delivery options, with 44% of consumers saying they would pay more and shop more with retailers who offer greener, low carbon delivery options.  This figure increases dramatically among London based shoppers (71%) and younger consumers, with 70% of 18-24 indicating they are happy to pay extra for environmentally friendly fulfilment.

Matt Bradley, Event Director at RetailEXPO, commented: “There is no doubt shoppers now expect speed and convenience of delivery as standard. Coupled with a post- Covid-19 retail landscape, increasingly focused on ecommerce, retailers must ensure their last-mile fulfilment is flawless to retain customers. As environmental concerns continue to shape retail transformation, retailers need to focus on providing environmentally friendly delivery options to enjoy a share of the ‘green-pound’ too.”

Download the full report here: 2020 Vision: how retail’s continued transformation will look in 2020 and beyond

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