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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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How New Look and PrettyLittleThing are giving customers what they want

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What matters most to retail customers? That's a question a number of companies have been asking this week – and coming up with some common answers.

Omnico Group questioned 1,200 UK consumers and found 74% said that speed and convenience are the most important thing in retail. It will delve further into what that means in practice in a series of upcoming Omnico Retail Gap Barometer reports. Chief executive Mel Taylor says the company will be asking "how today's consumers define convenience and how they would like to see the country's retailers address the problems revealed."

The research comes as retailers New Look and PrettyLittleThing identify new ways of giving their customers the service that they want.

New Look , a Leading retailer in IRUK Top500 research, is introducing DPD's Precise service, which enables shoppers to choose the one-hour delivery window that best suits them. New Look is offering the service for next-day deliveries in what Danny Barrasso, New Look managing director for the UK and Republic of Ireland, says is part of a continuous focus on service. "New Look is constantly looking at ways to improve our customers' online journey," he said. "By working with DPD and launching Precise our customers can now select their own 1 hour timeslot for next day delivery – making it seamless, efficient and flexible – this really is the ultimate convenience in online shopping."

Meanwhile PrettyLittleThing also announces this week that it is to offer next-day click and collect through Doddle. Doddle's own research says that price, speed of delivery and free returns are important to shoppers. PrettyLittleThing customers will be able to order online until 10pm and collect the next day from any of Doddle's 50 stores. Ben Hulme, PrettyLittleThing distribution manager, said: “By working with Doddle we can offer our customers greater flexibility and convenience for delivery and returns. Doddle’s stores are handy for our customer base at train stations and universities and the extended trading hours complement our customers’ lifestyles rather than disrupt them.”
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