Brits have worst delivery experience, research says
British consumers have a worse delivery experience compared with their counterparts in the US and Europe, even though the supply chain crisis is affecting the whole world.
Research from operations experience platform Parcellab has revealed that 39 per cent of UK consumers claim to have placed an order that never arrived, compared with 18 per cent of people in the US, and 22 and 23 per cent in France and Germany respectively.
The negative impact of the global supply chain crisis on the UK is also leading to consumers developing a negative outlook on both retailers and delivery service providers.
“Consumer expectations are not unreasonable,” said Parcellab’s founder and chief executive Tobias Buxhoidt. “While some delays may be unavoidable, the key for businesses is to ensure the customer is kept at the heart of everything.
“The willingness of UK consumers to punish brands that do not prioritise the customers experience shows just how important it is to provide proactive assistance and consistent communication after the customer has hit that order button – these will be the businesses that will be remembered most and earn the greatest brand loyalty.”