Etail industry body IMRG is to launch the IDIS Gold Standard, a benchmark for delivery excellence that will reassure consumers of the merchants' ability to get delivery right, in April.
Delivery will continue to be a major challenge for the industry, says the association in a report on its first members' meeting, held on 4 Feburary. "IMRG's own latest intelligence reveals the damage that failed first-time deliveries is having on the industry, which is estimated to cost £785 million a year."
As well as delivery, other themes at the meeting included how to offer consumers a truly seamless cross-channel experience.
"Consumer demand will dominate 2010," says IMRG. "As they become more accustomed to shopping online, customers are expecting a single view of multi-channel brands. They want to be able to buy or reserve online and collect in-store, return goods to stores and experience the same service, price and promotions however and wherever they shop."
"Bringing all these elements together behind the scenes will prove to be the next great challenge for e-retail," it adds. "But for those who get it right, there are rich rewards."