Report shows consumer satisfaction with retail delivery and pick-up services is mixed. Retailers have an opportunity to optimise these services to keep pace with changing shopper expectations.
CommBank have released their 2019 Retail Insights Report. The Report's findings were based on a wide-ranging analysis of the Australian retail sector including a survey involving 580 Australian retail decision-makers and 1,500 online consumers.
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.
GRA Partner James Allt-Graham was invited by CommBank to provide the expert view in the latest Retail Insights Report. Specifically he offers advice on how retailers can work with logistics partners and enhance delivery services.
Download your copy of the 2019 CommBank Retail Insights Report.Download – PDF (3.6 MB)
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