The IRUK Top500 Operations & Logistics Report, published in partnership with eDelivery, is now available online.
This dimension report, which completes InternetRetailing’s Top500 UK analysis for 2017, focuses on the delivery, collection and returns promises retailers are making to their customers.
Ian Jindal, editor-in-chief of InternetRetailing, believes that Black Friday and Christmas is the time of the year when the biggest changes in shoppers’ buying patterns can be seen. “When customers transact at scale, their changing behaviour becomes more stark,” he said. “In years gone by, we’ve seen the shift towards using click and collect that emerged as a clear trend in post-Christmas trading updates from retailers, including the grocers. We’ve also seen the rise in demand for fast, next-day delivery and other premium services that come into their own over the busy Christmas ordering period.”
Through the pages of this report, InternetRetailing researchers take a hands-on approach by analysing the day-to-day experience of shoppers buying from the Top500 retailers. They find out what leading retailers are doing to give their costumers the best delivery experience, from the cutting-edge to the average, in research that sets out to understand exactly what retailers are doing to meet the demands of their shoppers, and, by implication, what customers now expect of the traders they buy from. The report features an extended case-study from Karen Gibson of Asda’s ToYou [IRDX RASD] and in-depth analysis that includes 12 approaches adopted by traders from across the UK.
Chloe Rigby, editor of InternetRetailing.net, said: “We consider the research that underpins this Dimension Report in depth through two features. Analysing the numbers measures the delivery and collection promises given by Top500 retailers, while a second research feature focuses on returns. We’re also looking to the future in our emerging practice feature as we consider the implications of Brexit for logistics operations through the expert reflections of Duncan Buchanan, policy director of the Road Haulage Association.”
For more insight into operations and logistics, you can download the full report here.