Retailers focused on speed of delivery and international growth, Micros finds

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Retailers are focusing on speed of delivery, good service and international growth, according to the 2013 Online Retail Delivery Report from Micros, a leading provider of enterprise technology solutions to the retail and hospitality industries.

This year researchers also found an increase in the number of retailers providing a choice of delivery options and improving convenience for the customer. More retailers are offering international delivery, although the impact delivery costs have on international purchase decisions is unclear with many retailers testing different price points.  

Now in its eighth year, the Online Retail Delivery Report benchmarks UK retailers looking at the customer’s experience of the fulfilment process. It also provides an overview of how the delivery process is changing over time. The report analysed 251 retail websites and 228 live orders were placed with retailers during the research process; which evaluates every aspect of the customer experience, from the navigation of the website, to the door step experience. 

The study found:

  • 68% of online retailers offered next day delivery 
  • 20% of the retailers offered free standard delivery to any UK address
  • 6% of retailers offered same day delivery in London
  • 21% of the retailers could not deliver outside the UK 
  • 69% of retailers showed delivery information on the product page
  • 89% of retailers allowed the customer to track their order online

The use of SMS text alerts during the fulfilment process has increased and 47% of those surveyed responded to delivery enquiries sent via Twitter directed to @tags. 

Martin Hawkes, vice president for Micros Retail UK, said: “With experience in e-commerce, multi-channel and store solutions Micros recognises that when and how the customer receives their goods is a vital piece in the overall shopping experience.” 

Retail Times’ readers can read the full report here 2013 Online Retail Delivery Report