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Retailers failing to react to customer demand for live tracking

Retailers are failing to react to customer demand for live tracking of their parcels and risk losing custom as a result, according to a new report from Sorted.

The research suggests that 80% of shoppers want retailers to offer live visibility of their order but 20% of retailers still don’t offer real-time order tracking.

More than a third (35%) said that live tracking updates would improve their customer experience during shipping. A fifth (21%) said that not having regular updates on their parcel’s delivery progress could prompt them to shop elsewhere.

David Grimes, founder and CEO at Sorted, said that retailers had to take the research seriously. “As customer demands around immediacy of fulfilment evolve at pace, real-time reassurance around the status of online orders is a key consideration for shoppers.  They want to be assured not only that a retailer can deliver their order quickly, but they keep their fulfilment promises at each stage of the delivery. Live order tracking is now a core capability for driving value in the delivery experience and, if retailers can’t offer this service, they may find their conversions and customer loyalty are negatively impacted,” he said.

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