GRA's James Allt-Graham was invited by CommBank to provide the expert view in the latest Retail Insights Report.
The Report reveals how Australian retailers are grappling with working out how to effectively, and profitably, provide the delivery and pick-up services that consumers demand.
It also shows that 47% of shoppers are only moderately or not satisfied with existing retail delivery and pick-up services. And shoppers’ satisfaction with deliveries is inextricably linked to reliability.
Retailers, however, are intently focused on delivery speed. Around 58% of retailers already offer same-day or next-day deliveries, which is set to extend to 76% within the next 12 months.