The Consumer Home Delivery Report, sponsored by nShift, found
a marked decline in UK consumers buying from overseas because of
concerns relating to delivery and returns
LONDON, May 7, 2024
/PRNewswire/ -- UK consumers are put off from buying goods from
international retailers due to concerns relating to delivery and
returns according to a new report by IMRG.
The Consumer Home Delivery Report, sponsored by nShift, found
that 67% of consumers are concerned about long delivery times and
their ability to track orders while a further 63% worry about not
being able to submit a return and get some form of credit back. The
higher costs associated with international delivery and returns
also featured in the top barriers for customers (61%).
Gary Carlile, EVP Customer Growth
at nShift, said: "At a time when so many domestic retailers offer
outstanding delivery and returns services, it's no surprise that UK
consumers are put off by buying internationally. But there's no
reason for this to be a deal breaker. Shipping and logistics
challenges can be overcome by partnering with the right delivery
management software and by forming the right connections with
carrier companies."
The Consumer Home Delivery Report examines every aspect of the
delivery and returns experience for shoppers covering everything
from cart abandonment to delivery expectations and returns. It
found that the rate at which UK shoppers have bought goods from an
international retailer has gone down by roughly 10% since 2019.
Andy Mulcahy, Strategy and
Insight Director at IMRG, said: "Delivery lead times are always
going to be a bit longer when it comes to purchasing from another
territory, so it's about researching what feels reasonable to get
the balance between speed and cost right. Ultimately shoppers look
for reassurance, particularly where the language is different, to
give them confidence in making that purchase from a non-UK
retailer. It's that reassurance angle that should probably inform
many of the factors that make up the overall proposition."
In the report, nShift offers three strategies for successful
international shipping:
- Create the right carrier connections. Shipping
internationally requires relationships with carrier companies that
serve the relevant territories. Having to establish these carrier
connections takes time and limits retailers' ability to manoeuvre.
This is best overcome by using delivery management software that
offers ready-made connections to a large number of carriers.
- Prioritise the customer experience. When shoppers are
ordering from a vendor that has only recently entered their market,
they must be assured that their delivery is in safe hands. Regular
and relevant communication to the customer during the shipping
process is an essential means of building trust. If this
communication is branded and user-friendly, it also creates
opportunities to remarket to the customer at a time when they are
most engaged with the brand.
- Make returns easy. Some shoppers might be nervous about
buying from a retailer outside their country. But if they can
quickly see that there is a clear and simple returns process in
place, they may be more likely to purchase.
The Consumer Home Delivery Report is available for download from
IMRG. For more information on how nShift can help maximize your
delivery and returns proposition, please visit www.nshift.com.
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