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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.