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The multichannel delivery experience gets more flexible: research

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Delivery options are becoming more flexible as retailers move to connect their stores to their online experience, according to a new report.


The 2014 Micros Multichannel Retail Delivery Report tested 239 retailers to find out how good their service was, buying an item for delivery online or through a store. Across a range of metrics researchers found flexibility increasing. In all, 83% of retailers offered at least two delivery options when the research was carried out in between October and December 2013, compared to 79% at the same time in the previous year. Some 44% offered click and collect options, up from 32% last time, and 8% offered reserve and collect, while 67% of retailers had a mobile-optimised website, up from 56% last time.

Almost all retailers (96%) offered free click and collect, while the average delivery charge was £3.44.

Researchers awarded the 2014 Golden Chariot Award to the retailer that stood out during the course of their scrutiny. Footwear retailer Schuh was the winner of the award, which comes for multichannel retail excellence.

The award, said Micros, was given for “an exemplary service in every area tested by the researchers in autumn 2013; they managed a home delivery within two working days on a standard free delivery service, as well as offering a range of flexible other delivery options and a late cut-off time for processing orders. They also had a fantastic multichannel service that allowed customers to check in-store stock online or click and collect.”

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