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Our campaign

Satisfactory home delivery is fundamental to the success of internet and catalogue shopping. It's not an add-on – it's what the whole thing is about.

Fulfilment & e.logistics is calling for more responsive service from suppliers, etailers, carriers and the industry at large.

We know delivery can be complex and expensive, and salute the efforts of all who have made real strides in providing a truly fulfilling delivery experience. Our purpose is to encourage them, and to offer pointers to those who have not yet given delivery a high priority.

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IDIS and us

IMRG 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 »

Home delivery reports

Home delivery – the demand side

There is little evidence that the delivery charges applied by online retailers are directly associated with either product category or order value. Nor does a high delivery charge necessarily equate with prompt delivery; if anything, products carrying a higher delivery charge tend to take longer to arrive. Sixty per cent of respondents said there was not usually anyone at home to receive goods during the day, but a third said they would spend up to £2 for evening or weekend delivery.

Read the full report ...

(339KB PDF download)

Home delivery – the supply side

Over 10 per cent of multi-channel shoppers would happy to pay £3 to £6 for weekend or evening delivery, and 2 per cent would pay £7 to £10. Pure-play internet players are perceived as providing better home delivery service than multi-channel retailers, who “tend to treat online channel as secondary compared with stores.” But retailers, carriers and consumers all see multi-channel retailing as the way forward, offering better flexibility and exposure.

Read the full report ...

(112KB PDF download)
 

About these reports

Both the above reports have been produced by Yuan Xing, a postgraduate student at Heriot-Watt university, following surveys conducted as part of a study of the home shopping market, and we are pleased to make them available in full for your further reading.

© Spice Court Publications 2010