Join our campaign for a better home delivery experience!
Home | Delivery wish list | Carrier options | How do you rate? | If I'm not at home | Our campaign
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Join our campaign for a better home delivery experience! |
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Home | Delivery wish list | Carrier options | How do you rate? | If I'm not at home | Our campaign |
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Fulfilment & e.logistics has built this web site to call for more responsive service from suppliers, etailers, carriers and the industry at large. Click here for details.
Read Heriot-Watt's latest research into the home delivery market.
IDIS and usIMRG has been developing a delivery code of practice for retailers, carriers and consumers. We support that initiative. Our campaign just takes it a little further. IDIS defines what you should be doing NOW. DPTP suggests some ideals we believe you should aim for. Visit IMRG web site »
This web site is a subset of the Fulfilment Guide Resource Centre. Click link below to enter the main Resource Centre site.
Visit Resource
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Here's our top ten wish list Clear, accessible, unambiguous delivery information Clear delivery pricing, with appropriate options Current stock availability online Opportunity to select/exclude a delivery day Delivery to address other than billing address At least one unattended/diverted delivery option Email confirmation of order and despatch Accurate, useful online consignment tracking Clear returns information and instructions Full company contact details on site Click item to pop up details, or click here for expanded list. This is the bad newsSixty-two per cent of consumers will decide not to purchase a product if convenient delivery arrangements cant be made. WhereIsMyDelivery
Operators of the UKs top one hundred web sites take an average of 33 hours to respond to email enquiries. Forty per cent of companies fail to provide useful answers to enquiries even then. Transversal
There is little evidence that a high delivery charge necessarily equates with prompt delivery; if anything, products carrying a higher delivery charge tend to take longer to arrive. Heriot-Watt University
Among 100 UK online retailers contacted, 43 per cent offered no delivery choices, and just 14 per cent allowed buyers to pick a time of day for delivery. Snow Valley, for IMRG
... and yetOnline retail sales in Europe will more than double in the next five years to 263 billion euros in 2011, by which time the number of online shoppers will have grown to 174 million. Forrester Research
If suppliers dont get delivery right, how can they share in this?
Pet hate of the year Delivery drivers who thrust a card through your letterbox when you're definitely at home, without checking to see if you're there. This happens to us regularly every few weeks. Different delivery firms, different drivers, the same problems (they're running late, traffic is heavy, they don't like deliverying to blocks of flats, they just want to get back to the depot.) |
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© Spice Court Publications 2010 |
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<p class=\'ChevronList\'> State who pays for returns, and what they cost.</p>
<p class=\'ChevronList\'> Explain your returns policy clearly (if damaged, rejected etc).</p>
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<p class=\'ChevronList\'> If not available, give a truthful estimate of when it will be.</p>
<p class=\'ChevronList\'> If order is for more than one item, and at least one item is out of stock, state options clearly (e.g. deliver available items now, or hold until all are available)</p>
<p class=\'ChevronList\'> If multiple order is split, state who pays for extra deliveries (the retailer or the shopper)</p>
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<p class=\'ChevronList\'> Include \'comment\' field on order form for customer to give delivery instructions.</p>
<p class=\'ChevronList\'> Promote unattended solutions! Sell or link to a drop-box provider or an access system provider.</p>
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 the day before order is to be despatched.</p>
<p class=\'ChevronList\'> If product was not initially available, email customer when it is.</p>
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<p class=\'ChevronList\'> State who to contact if consignment appears delayed (carrier or retailer?), giving an email or phone number.</p>
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<p class=\'ChevronList\'> Respond to messages helpfully within the published time frame.</p>
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