- 11 January 2017
- Transport / Logistics Services
According to new research published by JDA / Centiro, retailers lost up to 19% of their Christmas shoppers to rivals due to stock availability and unsuitable delivery times.
In addition, 12% of UK adults spending online have said that they used a different retailer as their first choice did not have the items they sought available. Seven per cent also said that they chose another retailer because delivery times did not match their requirements.
Online spending saw good growth once again. According to the JDA / Centiro report, online spending recorded its strongest growth in three years yet the research also found that Christmas shoppers had more online issues in 2015 than in 2016.
“Christmas shoppers have become increasingly savvy, as they look to use the channels that best suit their budget and lifestyle,” said Jason Shorrock, vice president of retail strategy EMEA at JDA. “This means retailers cannot afford to stand still if they are to meet customers’ growing online shopping expectations.
“Customers expect products to be available 24/7 and for retailers to offer convenient delivery and collection options.
“This is the added level of complexity that retailers must be able to cope with.”
There was however a slight decrease in delivery and click & collect issues over Christmas, with 32 per cent of Christmas shoppers experiencing issues with their online purchases (compared to 33 per cent in 2015).
While this is good news for online retailers (who seem to be meeting customer demand through tuning their sales techniques) it is also interesting for those with bricks and mortar stores too, who also seem to be waking up to the realities of the digital future ahead.
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