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Added Christmas pressure as delivery becomes key to sales

Another survey has been released today that shows that most customers – this time 95% – would consider going to another retailer if a site couldn’t offer a delivery service that suited their needs. Two out of five shoppers (41%) said they would definitely shop elsewhere if the last mile delivery wasn’t right for them.

The results follow a survey of 1,070 shoppers polled in November by Censuswide on behalf of online delivery platform Shutl. The study also showed that shoppers expect more, with 42% of those polled having higher online delivery expectations than last year.

More than half (52%) of consumers plan to spend more online this Christmas compared to last year. In 2015 only 30% of shoppers expected to increase their level of online spending for Christmas when compared to the previous year.

Jason Travaria, head of Shutl, said retailers must take note of the increased emphasis on delivery by customers. “An on-demand lifestyle is taking hold in the retail space as customers seek instant gratification in more aspects of their everyday life,” he said.

“Technology is facilitating a shift in control, making it easier for customers to shop around online and setting higher expectations in the process.  For retailers, this means that the one part of the supply chain process that the retailer usually has least control over – delivery – is becoming the deciding factor in securing sales,” said Travaria.

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Image credit: Shutl