Omnichannel retailers are still lagging behind in the race to offer fast last-mile fulfilment when compared to their pureplay counterparts, a new report by Sorted, the delivery experience company, warns.
Original research of 2,000 UK shoppers overlaid with a survey of 50 retail leaders in the latest Delivery Battleground Report from Sorted shows that 59% of consumers want retailers to offer faster fulfilment and 39% don't expect to have to wait more than 24 hours for a delivery.
Yet, while online pureplay Amazon has been offering to fulfil orders in 24 hours for the last 10 years, still a third (32%) of UK retailers lack next day delivery capabilities.
And with 55% of consumers citing speed of delivery as the most important factor when shopping online, a third (32%) now expect same-day delivery services. While some UK retailers, such as ASOS, Currys and Zara, launched same-day fulfilment last year, 58% of retailers polled in the report have yet to offer this capability to customers.
Whilst the report suggests that 40% of the UK retailers polled identify faster fulfilment as a key focus in the coming months, lack of delivery speed or investment in fulfilment innovation could already be costing retailers lost conversions and negatively impact customer loyalty.
David Grimes, Founder and CEO at Sorted, commented: "When it comes to retail, an industry that has always led with change and innovation, there are a few big names that are really disrupting what it means to provide a delightful delivery experience. There are, however, many that are too slow, too reactive and too nervous to really put thought and investment into their customer supply chain – and that needs to change if omnichannel retailers are to reimagine themselves to better meet the needs of connected shoppers."
About the research
Original research of 2,000 UK adults, polled by OnePoll. Survey of 50 retail leaders conducted by Retail Week Connect, which sought the opinions of retailer leaders, including chief executives, financial directors, chief information officers and marketing directors, across all sectors