JDA Software commissioned independent research company TNS to produce a detailed report, based on more than 3000 UK shoppers in 2014. The report details a number of interesting and significant findings, looking at the increase and issues in Click & Collect services, customer expectations, experiences with delivery times and returns policies. Our Customer Pulse Report, reveals that nearly one in five U.K. consumers have experienced problems with home deliveries over the last 12 months. The survey of 3,139 U.K. shoppers revealed that of those consumers who had experienced problems, 35 percent suffered from late deliveries; 28 percent missed deliveries despite being at home, while 26 percent did not receive goods despite the retailer/delivery company claiming otherwise. In fact, 84 percent of consumers believe that retailers should be held to account, even if they use third-party delivery companies.

1. JDA Customer Pulse Report 2014
Summary

2. Copyright 2014 JDA Software Group, Inc. - CONFIDENTIAL
• JDA has commissioned a 3,000+ respondent
consumer survey with TNS in UK
• Commissioning further EMEA studies
• The Customer Pulse Report 2014 looks at the
challenges facing retailers when it comes to
fulfilment and returns
• Results to provide JDA with a thought
leadership platform and to be used for PR,
marketing and social media activity
Customer Pulse Report 2014
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3. Copyright 2014 JDA Software Group, Inc. - CONFIDENTIAL
Key findings
• Nearly 1 in 5 UK consumers have
experienced problems with home
deliveries in the last 12 months
• 61% of consumers would switch
retailer based on an
unacceptable online shopping
experience
• 57% of consumers believe that
many retailers’ in-store and online
channels are not well integrated
Customer Pulse Report 2014
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4. Copyright 2014 JDA Software Group, Inc. - CONFIDENTIAL
Key findings
• Two-thirds of consumers stated
frequent substitutions would make
them consider changing supermarket
• Nearly a third of consumers said they
would be prepared to pay a premium
for the immediacy and convenience of
a same day delivery
• In online fashion, more than half of
shoppers are returning at least one
item per year
Customer Pulse Report 2014
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5. Copyright 2014 JDA Software Group, Inc. - CONFIDENTIAL
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Additional Information