1. Home Delivery in the UK 2012
Report Details:
Published:October 2012
No. of Pages: 160
Price: Single User License – US$3450
Verdict expects growth in the home delivery market to accelerate in 2012 to 2.6%, up from 1.8%
the previous year. Nevertheless growth is slower than before the initial recession due to
depressed consumer demand and nervousness about big ticket purchases in major product
categories which have been important to the home delivery market in the past.
Features and benefits
•Sizes the market for home delivery by ordering channel (e-retail, instore, mail order, TV
shopping), and by retail sector.
•Contains profiles of 16 e-fulfilment / general parcel / home delivery specialists.
•Penetration of home delivery by age, gender and income group. ACORN group, household size
and household type revealed.
•Understand the frequency that consumers use home delivery which retailers they are using, and
what reasons they give for choosing home delivery.
•Understand how satisfied consumers are with home delivery services by process, order order
method and retail sector.
Highlights
E-retail, which overtook store-based ordering to become the leading channel in 2009, has
continued to grow rapidly in 2012. However, its growth rate is slowing as the channel matures and
its rate of increase is now just a third of what it was at its peak in 2007.
Store-based ordering will contract for a fifth year in a row in 2012 as consumer spending on home-
related categories like furniture and electricals suffers from the renewed downturn in the economy
and lack of consumer confidence in making major purchases.
Clothing & footwear has increased its penetration of shoppers for home delivery markedly, by 5.3
percentage points to close to a third (31.5%) of the population – and the sector regained its
leading position. This was due to the steady improvement in the online experience that retailers
offered as well as the widening product ranges.
Your key questions answered
•How fast is the home delivery sector growing and which channels and sectors is it growing
fastest?
•What is the profile of the typical home delivery consumer? How does this profile differ by sector?
•Which are the most popular product categories and retailers? What are the most popular ordering
methods?

2. •What are consumers’ perceptions of home delivery services?
•What would make consumers more likely to use home delivery services in each retail sector?
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Major points covered in Table of Contents of this report include
Table of Contents
OVERVIEW
Summary
Home delivery market to rise 2.6% to £47.9bn in 2012;
E-retail is the growth driver, accounting for 58.2% of the market;
Big ticket categories hit by housing crash;
1.5 million fewer users of home delivery;
Leading retailer Amazon slips back with rise of the ebook;
Time saving more important as is delivery price;
Service improving with same day delivery.
EXECUTIVE SUMMARY
Main Conclusions
Home delivery market expansion quickens in 2012
REPORT STRUCTURE
Outline
MARKET ANALYSIS
Expenditure growth
Home delivery market to reach £47.9bn in 2012
Home delivery market by channel
E-retail expansion makes up for slump in other channels
Home delivery market by sector
Gradual erosion of dominance of electricals
CONSUMER RESEARCH SUMMARY
Key findings
After a major rise of 5.4 million users in 2010, home delivery penetration fell back down by 1.5
million in 2011 to 65.1% of the population from 68.6%;
The biggest fall off came in the age group using home delivery the most, 35–44s, where
penetration fell to 70.5% from 76.8%;
Clothing & footwear returned to its position as the most popular home delivery product category
with 31.5% penetration;
Electricals penetration fell back by 4.5 percentage points to 25.0% possibly because consumers
had brought forward major purchases to avoid the VAT rise in 2011;
Groceries were home delivered more frequently in 2011 with the average number of times
delivered per year up to 20.6 from 19.5 as consumers opted to buy more groceries online, way
ahead of second placed music & video on 7.3 times;

3. Amazon fell back significantly in 2011, with the percentage of home delivery users mentioning it
declining to 20.8% from 27.1%, though it remained well ahead of eBay in second place on 4.8%;
Time saving increased in importance as a motivation for using home delivery, with 41.1% of home
delivery users mentioning it, up from 39.7% previously to emphasise the need for operators to get
deliveries right first time;
Overall satisfaction levels are high with 95.5% of home delivery users very or fairly satisfied with
the experience but satisfaction with ease of returning goods is much lower at 73.2% and falling.
Home delivery usage dips in 2011
Customer characteristics
Older consumers more than a fifth of users
Clothing & footwear most popular sector for home delivery once more
Newspaper preferences
Broadsheet readers drop back in home delivery usage
Frequency
Grocery deliveries increasingly frequent
Retailers used
Amazon falls back from 2010 high
Motivation
Time saving increases in importance
Ordering media
Internet reinforces its position in ordering
Satisfaction
Satisfaction levels flatten out
Barriers to more frequent usage
Lower charges most likely to increase use
Attitudes to home delivery charges
Sensitivity to delivery charges increases
Alternative delivery preferences
Neighbours decline slightly in popularity
SECTOR RESEARCH ANALYSIS
Books
In decline in 2011
Clothing & footwear
Growth bucks home delivery market trend
DIY & gardening
Sector sees effects of downturn
Electricals
Loses 2.3 million shoppers in a year
Food & grocery
Shopper numbers stagnate for second year
Furniture & floorcoverings
Sector hit by housing market

4. Gifts
Pressure on disposable income hits spending
Health & beauty
Improvement after 2010 dip
Homewares
Fails to maintain 2010 gains
Music & video
Established category sees decline
HOME DELIVERY & FULFILMENT OPERATORS
E-fulfilment specialists
GSI Commerce
iForce
MetaPack
Shutl
General parcel delivery
City Link
CitySprint
DPD
Nightfreight
Parcelforce Worldwide
UK Mail Group
Home delivery specialists
Hermes
Sprint Deliveries GB
Yodel
Logistics Specialists
Clipper Logistics
Norbert Dentressangle
Unipart Logistics
Unattended delivery solutions
APPENDIX
Methodology
Ask the analyst
Disclaimer
List of Tables
Table: Consumer spend on goods sent by home delivery 2002–12e
Table: Home delivery channels 2002–12e
Table: Home delivery market spending by sector 2007–12e
Table: Y-o-y growth rates by sector % 2006–11e
Table: Home delivery shares of sector spends 2007–12e
Table: Home delivery shopper base and penetration by sector 2011
Table: % of home delivery customers by sector by daily newspaper 2011

5. Table: % of home delivery customers by sector by Sunday newspaper 2011
Table: Reasons for choosing order method 2011
Table: Popularity of ordering methods for home/work delivery by sector 2010
Table: Satisfaction with elements of the delivery process 2011 on 2010
Table: Satisfaction by ordering method 2011
Table: What would make you more likely to use home delivery? 2011
Table: Books regional profile of home delivery shoppers 2011
Table: Clothing & footwear regional profile of home delivery shoppers 2011
Table: DIY & gardening regional profile of home delivery shoppers 2011
Table: Electricals regional profile of home delivery shoppers 2011
Table: Food & grocery regional profile of home delivery shoppers 2011
Table: Furniture & floorcoverings regional profile of home delivery shoppers 2011
Table: Gifts regional profile of home delivery shoppers 2011
Table: Health & beauty regional profile of home delivery shoppers 2011
Table: Homewares regional profile of home delivery shoppers 2011
Table: Music & video regional profile of home delivery shoppers 2011
Table: GSI Commerce company information 2012
Table: iForce company information 2012
Table: MetaPack company information 2012
Table: Shutl company information 2012
Table: City Link company information 2012
Table: City Link UK services 2012
Table: CitySprint company information 2012
Table: DPD (GeoPost) company information 2012
Table: DPD UK delivery services 2012
Table: Nightfreight company information 2012
Table: Royal Mail/Parcelforce company information 2012
Table: UK Mail Group company information 2012
Table: List of UK Mail Group services 2012
Table: Hermes company information 2012
Table: Sprint Deliveries GB company information 2012
Table: Yodel company information 2012
Table: Clipper Logistics company information 2012
Table: Norbert Dentressangle company information 2012
Table: Unipart Logistics company information 2012
Table: Unattended delivery solutions 2012
List of Figures
Figure: Home delivery report structure 2012
Figure: Home delivery purchase process 2012
Figure: Home delivery market £bn and change % 2007–12e
Figure: Home delivery channels sales breakdown % 2002–12e
Figure: Home delivery market growth by channel 2012e on 2011

6. Figure: Reconciliation of mail order, e-retail, TV shopping and home delivery markets 2012
Figure: Sector shares of home delivery market 2007 and 2012e
Figure: Number and penetration of home delivery users 2008–11
Figure: Penetration of shoppers using home delivery in the past year by age and sex 2008–11
Figure: Demographic profile of home delivery customers 2011
Figure: Home delivery household penetration % by working status and income group 2011
Figure: Home delivery household penetration % by ACORN group 2011
Figure: Users of home delivery – penetration by size of household 2009–11
Figure: Users of home delivery – penetration by type of household 2009–11
Figure: % of daily newspaper readers using home delivery 2011
Figure: % of Sunday newspaper readers using home delivery 2011
Figure: Average number of home deliveries per year by sector 2009–11
Figure: Frequency of home deliveries by sector 2011
Figure: Top 20 retailers – % of home delivery users mentioning them in 2010 & 2011
Figure: Top reasons for home delivery 2009–11
Figure: Ordering media for home delivery 2008–11
Figure: Level of consumer satisfaction/dissatisfaction across all delivery criteria 2008–11
Figure: Attitudes towards pricing and delivery 2011
Figure: If delivery could not be made to your home, where would you like it to go? 2008–11
Figure: Books home delivery shopper base 2008–11
Figure: Books home delivery penetration % of income groups 2011
Figure: Books home delivery penetration % of ACORN groups 2011
Figure: Books profile of home delivery customer base 2011
Figure: Books home delivery household profile by lifestage 2011
Figure: Books leading reasons for using home delivery 2011
Figure: Books ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of books 2011
Figure: Clothing & footwear home delivery shopper base 2008–11
Figure: Clothing & footwear home delivery penetration % of income groups 2011
Figure: Clothing & footwear home delivery penetration % of ACORN groups 2011
Figure: Clothing & footwear profile of home delivery customer base 2011
Figure: Clothing & footwear home delivery household profile by lifestage 2011
Figure: Clothing & footwear leading reasons for using home delivery 2011
Figure: Clothing & footwear ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of clothing & footwear 2011
Figure: DIY & gardening home delivery shopper base 2007–11
Figure: DIY & gardening home delivery penetration % of income groups 2011
Figure: DIY & gardening home delivery penetration % of ACORN groups 2011
Figure: DIY & gardening profile of home delivery customer base 2011
Figure: DIY & gardening home delivery household profile by lifestage 2011
Figure: DIY & gardening leading reasons for using home delivery 2011
Figure: DIY & gardening ordering media used for home delivery 2011

7. Figure: Leading retailers used for home delivery of DIY & gardening products 2011
Figure: Electricals home delivery shopper base 2008–11
Figure: Electricals home delivery penetration % of income groups 2011
Figure: Electricals home delivery penetration % of ACORN groups 2011
Figure: Electricals profile of home delivery customer base 2011
Figure: Electricals home delivery household profile by lifestage 2011
Figure: Electricals leading reasons for using home delivery 2011
Figure: Electricals ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of electricals 2011
Figure: Food & grocery home delivery shopper base 2008–11
Figure: Food & grocery home delivery penetration % of income groups 2011
Figure: Food & grocery home delivery penetration % of ACORN groups 2011
Figure: Food & grocery profile of home delivery customer base 2011
Figure: Food & grocery home delivery household profile by lifestage 2011
Figure: Food & grocery leading reasons for using home delivery 2011
Figure: Food & grocery ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of food & groceries 2011
Figure: Furniture & floorcoverings home delivery shopper base 2008–11
Figure: Furniture & floorcoverings home delivery penetration % of income groups 2011
Figure: Furniture & floorcoverings home delivery penetration % of ACORN groups 2011
Figure: Furniture & floorcoverings profile of home delivery customer base 2011
Figure: Furniture & floorcoverings home delivery household profile by lifestage 2011
Figure: Furniture & floorcoverings leading reasons for using home delivery 2011
Figure: Furniture & floorcoverings ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of furniture & floorcoverings 2011
Figure: Gifts home delivery shopper base 2008–11
Figure: Gifts home delivery penetration % of income groups 2011
Figure: Gifts home delivery penetration % of ACORN groups 2011
Figure: Gifts profile of home delivery customer base 2011
Figure: Gifts home delivery household profile by lifestage 2011
Figure: Gifts leading reasons for using home delivery 2011
Figure: Gifts ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of gifts 2011
Figure: Health & beauty home delivery shopper base 2008–11
Figure: Health & beauty home delivery penetration % of income groups 2011
Figure: Health & beauty home delivery penetration % of ACORN groups 2011
Figure: Health & beauty profile of home delivery customer base 2011
Figure: Health & beauty home delivery household profile by lifestage 2011
Figure: Health & beauty leading reasons for using home delivery 2011
Figure: Health & beauty ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of health & beauty products 2011
Figure: Homewares home delivery shopper base 2008–11

8. Figure: Homewares home delivery penetration % of income groups 2011
Figure: Homewares home delivery penetration % of ACORN groups 2011
Figure: Homewares profile of home delivery customer base 2011
Figure: Homewares home delivery household profile by lifestage 2011
Figure: Homewares leading reasons for using home delivery 2011
Figure: Homewares ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of homewares 2011
Figure: Music & video home delivery shopper base 2008–11
Figure: Music & video home delivery penetration % of income groups 2011
Figure: Music & video home delivery penetration % of ACORN groups 2011
Figure: Music & video profile of home delivery customer base 2011
Figure: Music & video home delivery household profile by lifestage 2011
Figure: Music & video leading reasons for using home delivery 2011
Figure: Music & video ordering media used for home delivery 2011
Figure: Leading retailers used for home delivery of music & video 2011
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