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Editorial: Lighting up the consumer experience around delivery


With the eDelivery Expo (EDX) now less than a month away we recently carried out consumer research into attitudes around delivery. The newsletter this week includes some of the findings from that research – including the fact that one in five customers are actively checking the courier company used by a retailer and will actively avoid retailers who use a courier they have had a bad experience with.
The same research also showed that of the five top dislikes of online shopping three of those were delivery related – highlighting once again how vital that final mile experience is.

It’s the same conclusion from Sainsbury’s head of online operations Dave Crellin who will be speaking at the show in March. caught up with him this week to find out more about why he believes the optimal delivery experience will be more important than ever.

Another piece of consumer research out this week looks at the potential environmental impact of delivery and consumers concerns around it. The survey suggested that whilst the environmental impact of deliveries isn’t necessarily top of mind for consumers, when it is better explained to them then they look for alternative, greener options.

The research is interesting since it shows potential concerns that consumers could have as options such as express delivery become even more commonplace. Is it enough to begin changing customer behaviour? It’s certainly worth bearing in mind.

Talking of going green we have the latest news this week of UPS’s green plans. The company is working with partner Workhouse Group to develop 50 plug in electric delivery trucks which it claims will be comparable in acquisition cost to conventional fuelled trucks. After testing it plans a bigger rollout next year.

Internationally delivery giant DHL Express has opened a new regional hub at Brussels Airport. The new facility quadruples the potential capacity of the company in Brussels.

Back home we have news of a contract win for Wincanton and for smaller ecommerce retailers comes the launch of a new returns guide aimed at helping them better manage the customer satisfaction maze that is returns.

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