Delivery frustrations cost online retailers billions in lost sales
Retailers are “losing” up to £31.5 billion in online sales each year because of delivery-related “frustrations” when customers come to pay, research shows.
A report to be published this week has found that 24.8 per cent of attempted online purchases are abandoned by shoppers because of poor delivery choices, high delivery fees and slow delivery speeds.
The report, Battling Basket Abandonment, by GFS, a delivery company, and Retail Economics, a consultancy, says that 83 per cent of retailers believe they offer delivery options that meet customers’ needs, but only 48 per cent of consumers agreed.
Three in five retailers in the study offered express or next-day delivery and less than half provided nominated delivery or parcel pick-up points. Parcels left in insecure places, poor