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IREU Top500 The Customer Report: 2018

IREU Top500 The Customer Report: 2018

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Screwfix: building a better approach to fulfilment

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Screwfix’s well-crafted approach to e-delivery is shaped around the needs of those who use its services. Its core customers are tradespeople who need to know they’ll be able to lay their hands on the right tools and equipment quickly, ordering by mobile from the site.

InternetRetailing researchers found that the retailer answers the needs of this hardworking core with a set of delivery and collection choices that are both speedy and convenient.

The Screwfix standard delivery option is next-day – for free on orders of £50 or more, or £5 when the order value is less than that. When the product really has to arrive in a hurry, the service can be even quicker. While next-day is Screwfix’s Fast service, its other premium delivery options include next-day Faster, before 12 noon, at a cost of £10 on orders under £50, falling to £5 above that level); Fastest, before 10am, for £15, falling to £10 for orders that cost more than £50; named day and Saturday and Sunday delivery. The cut-off for next-day orders is at a reliable 7pm during the week or 4pm at the weekend. Click and collect is not simply same day but within minutes. For those who are in a real hurry, same-day deliveries can arrive on site within two hours, for those who live within the M25 area and at a cost of £10. Customers are notified by email once the order has been sent and receive a text message about 60 minutes before it is due to arrive. Different timescales and costs apply to a small number of goods sent by Screwfix’s suppliers.

If the purchase ultimately proves surplus to requirement, items can be returned in-store within 30 days for free. They can also be returned by post from the local Post Office, again for free, using a returns form, or via a pick up from a specified address, though this may incur a charge if the item proves not to be faulty.

Screwfix’s fulfilment services have made a significant contribution to growth at parent company the Kingfisher Group. In the half-year to 31 July 2016, its sales grew by 24% to £612m. Digital sales and services grew well ahead of this. M-commerce sales were up by 117% while online sales using click and collect grew by 59%.

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