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42% of consumers missed deliveries due to brand miscommunication during pandemic


New research from Sorted suggests that 42% of customers missed an average of three deliveries due to brand miscommunication by a brand or courier during the pandemic. That number is expected to rise further after 19th July when greater freedoms means that nearly two-thirds (63%) of consumers expect to be away from home more frequently.
It found that one in five (22%) of consumers anticipate they will be missing deliveries, or that deliveries will be left outside their home more frequently, as they return to normal work life on ‘Freedom Day’

The research, conducted by Opinium among 2,000 UK respondents, found that one in five Brits are much less likely to order online after just one negative delivery experience.

“Brands need to work smarter than ever to ensure consumers are kept updated, with this research showing that delivery communications are still clearly inconsistent and detrimental to a customer’s experience,” said David Grimes, CEO, Sorted. “After 18 months of people being home to receive parcels, we need to avoid the inevitable ‘parcel panic’ as people go back to their normal lives, when they leave the house more and worry about when their parcel will arrive.”

Almost a fifth (17%) said they are less likely to order online if they have a negative experience of online delivery communications.

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