- 15 October 2020
- Transport / Logistics Services
Shipping software providers Sendcloud have published research showing the importance of parcel tracking to UK customers.
During the pandemic, around 65% of UK customers experienced delivery delays. They took this well – prior to the virus outbreak they would wait an average of four days but during it they would wait almost seven days for the parcel to be delivered. Average delays were 1.9 days.
Sendcloud found that communication is key in such situations. It found that 57% of UK customers preferred shipping updates by SMS, while 35% were happy with shipping apps.
Unlike their European counterparts, UK consumers like to have immediate access to tracking. The firm argues that a parcel tracking system can make the difference between repeat sales and loss of regular custom. With the Christmas peak coming and the next outbreak of COVID-19 gathering strength, Sendcloud says that delays are almost inevitable but tracking apps can alleviate the waiting.
Rob van den Heuvel, CEO, Sendcloud, comments on the findings: “Now more than ever it’s important the delivery experience is not only stress free, but engaging for the end user. Consumers are most involved with their order when it’s on its way – using effective Tracking and Tracing technology in the delivery process offers the chance for online retailers to increase customer satisfaction and repeat purchases.
“Improvements in online customer experience are becoming vitally important to retailers as the UK e-commerce sector booms. Standard methods of delivery are beginning to appear outdated and when over 40% of UK consumers are willing to use a smart lock to receive a package when they are not home, e-commerce stores should look to diversify the delivery experience they offer.”
“Keeping up to date with technology is hugely important as consumers continue to increase the amount of online shopping they do. Whether it’s improving the UI experience on their website or installing effective track and tracking systems, UK online retailers need to take advantage of the new technology available to them if they are to win online.”
Sendcloud is to announce it is launching its software in the UK later this week.