eBay Shutl Overview 2012

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eBay Shutl Overview 2012

  1. 1. OLD STREET Wearenerdy Team of 17, 2/3 engineer
  2. 2. Wearegrowing 50%m-o-mthroughout’11aimingforsamein’12
  3. 3. Weare delighting HappiercustomersthanApple...
  4. 4. What’s the story?
  5. 5. 11.08.94
  6. 6. E-Commercehascomealongway
  7. 7. Deliveryhasnot...
  8. 8. £1bn Cost to UK e-retail of failed deliveries Source: IMRG 2010
  9. 9. 2/3Cart abandoners cite delivery as reason Source: Royal Mail 2010
  10. 10. 90%Online shoppers cite delivery as top annoyance Source: Royal Mail 2010
  11. 11. Lost time and wages waiting for delivery per person, per annum £177.11 Source: TOA 2011
  12. 12. 4,500+online comments So we analysed... across 6major retailers during Christmas 2011
  13. 13. 34% 13% 53% Positive Neutral Negative Whatwere people saying about delivery?
  14. 14. 0% 20% 40% 60% 80% 100% Negative Neutral Positive How did this breakdown by brand?
  15. 15. 0% 20% 40% 60% 80% 100% Negative Neutral Positive How did this breakdown by brand? Of the negative comments... Whywere they negative? Speed 23% Convenience 63% Value 7% Delivery Person 5% Care 2%
  16. 16. 0% 20% 40% 60% 80% 100% Negative Neutral Positive How did this breakdown by brand? Of the negative comments... Whywere they negative? Speed 23% Convenience 63% Value 7% Delivery Person 5% Care 2% Speed 20% Convenience 42% Value 34% Delivery Person 3% Care 1% Of the positive comments... why were they positive?
  17. 17. Delivery matters
  18. 18. When youwantit...
  19. 19. Why doesn’tthis happen
  20. 20. Hub&Spoke BA 10+miles A B
  21. 21. PointtoPoint <10miles A B
  22. 22. PointtoPoint 3% Courier, Express & Parcel Market +2,987 more!
  23. 23. PointtoPoint
  24. 24. Brandedoptionwithinretailer’ssite
  25. 25. Brandedoptionwithinretailer’ssite
  26. 26. Shutl generates a quote from each relevant carrier within platform. Optimum picked based on price & quality rating ££££ £££ ££££ ££ £££ £££
  27. 27. On checkout, delivery sent via API into chosen carrier’s transportation system Courier collects from store and delivers to shopper SHOP £££
  28. 28. GPStrackingcomes standard
  29. 29. Delivery status updated in real-time, performance compared against SLA & carrier quality rating updated Better performing carriers get more deliveries & can demand higher prices
  30. 30. Feedback
  31. 31. Feedback
  32. 32. Feedback
  33. 33. So...whatdo theyhavetosay?
  34. 34. Shopper Feedback0% 10% 20% 30% 40% 50% ShoppersLeavingFeedback Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 26% shoppers leave feedback
  35. 35. Shopper Feedback0% 10% 20% 30% 40% 50% ShoppersLeavingFeedback Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 0 1 2 3 4 5 FeedbackScore(0-5*) Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 Ease of Use Value for Money Speed of delivery Delivery Person
  36. 36. Shopper Feedback0% 10% 20% 30% 40% 50% ShoppersLeavingFeedback Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 0 1 2 3 4 5 FeedbackScore(0-5*) Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 93%: average feedback
  37. 37. Shopper Feedback0% 10% 20% 30% 40% 50% ShoppersLeavingFeedback Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 0 1 2 3 4 5 FeedbackScore(0-5*) Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 -0.1 0.0 0.1 0.2 0.3 0.5 0.6 0.7 0.8 0.9 1.0 NetPromoterScore(NPS) Sep ‘10 Nov ‘10 Jan ‘11 Mar ‘11 May ‘11 Jul ‘11 Sep ‘11 Nov ‘11Promoters Detractors Passives
  38. 38. Shopper Feedback0% 10% 20% 30% 40% 50% ShoppersLeavingFeedback Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 0 1 2 3 4 5 FeedbackScore(0-5*) Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 Promoters Detractors Passives 81% rate 9-10/10
  39. 39. 0% 25% 50% 75% 100% Jan‘11 Mar ‘11 May ‘11 Jul ‘11 Sep ‘11 Nov ‘11 Jan ‘11 No Yes Beforemakingyourpurchasewere youawarethisretailerofferedShutl?
  40. 40. 0% 10% 20% 30% 40% 50% 60% Way less likely! Less Likely No Di!erence More likely Way more likely! DoesofferingShutlmakeyoumoreor lesslikeytoshopwiththisretailer?
  41. 41. 0% 10% 20% 30% 40% Aug ‘10 Oct ‘10 Dec ‘10 Feb ‘11 Apr ‘11 Jun ‘11 Aug ‘11 Oct ‘11 Dec ‘11 % Ever % 90 Days RepeatUsage
  42. 42. Ournewestcustomer
  43. 43. Towns Covered % UK ECOM £ Aberdeen Basildon Basingstoke Belfast Birmingham Bristol Cardi! Dudley Edinburgh Glasgow Gillingham Lakeside Leeds Liverpool Livingstone London Maidstone Milton Keynes Manchester Norwich Nottingham Plymouth Reading Rotherham She"eld Slough Southampton Southend Stirling Sunderland Swindon Warrington Wolverhampton 60% Bath Blackpool Bournemouth Bolton Brighton Bristol Cambridge Canterbury Chelmsford Cheltenham Chester Colchester Crawley Derby Dundee Exeter Gateshead Guildford Hull Ilford Ipswich Leicester Lincoln Newcastle Oxford Peterborough Portsmouth Shrewsbury Stirling Swindon York 75% Mar ’12Coverage
  44. 44. 5% ComingSoon(ish)
  45. 45. Attract Convert + = 3x increase to new customers 10%+ conversion improvement It’s not rocket science... + 100%+ increase to basket value Up-sell Leverage local stock & multichannel systems to:
  46. 46. Tom Allason Founder/CEO tom@shutl.co.uk @tomall shutl.co.uk @shutl Any questions?

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