THE DELIVERY EXPERIENCE

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HOW DO CONSUMERS WANT TO MANAGE RETURNS? More than half of shoppers consider the ease of initiating returns and having free returns very important. Two thirds of the shoppers consider all the features presented to be at least somewhat important. Ease of initiating returns process Free returns Instant refund at the point of return Access to drop-off location Tracking information on returns Speed of returns 0% 20% 40% 60% 80%100% Not at all important Somewhat unimportant Neither important nor unimportant Somewhat important Very important Most prefer to return items via Australia Post / Parcel Locker although 21% have no preference. Location Preference 0% 10% 20% 30% 40% 50% 60% 70% Drop off at Post Office / Parcel Locker Drop off at local store Book a courier to collect No preference ONLINE DELIVERY REPORT 2016 | BLACKBAY.COM | MEEMEEP.COM
THE CLICK & COLLECT EXPERIENCE +WHAT DO CONSUMERS EXPECT FROM THEIR CLICK & COLLECT SERVICE?
Page 1 and 2: THE DELIVERY EXPERIENCE + IS THE IN
Page 3 and 4: EXECUTIVE SUMMARY The Online Delive
Page 5 and 6: METHODOLOGY For over 6 years, in pa
Page 7 and 8: 0% 10% 20% 30% 40% 50% 60% 70% Cost
Page 9 and 10: HOW DO CONSUMERS WANT THEIR PURCHAS
Page 11 and 12: 0% 20% 40% 60% 80% 100% WHAT DELIVE
Page 13 and 14: Appeal of delivery progress informa
Page 15 and 16: DELIVERY OPTIONS +WHAT OPTIONS DO C
Page 17 and 18: HOW DO CONSUMERS WANT TO SPECIFY TH
Page 19 and 20: COST OF DELIVERY +HOW MUCH ARE CONS
Page 21 and 22: WHAT WILL THEY PAY IF THEY CAN SPEC
Page 23 and 24: DELIVERY PERFORMANCE 41% of online
Page 25: THE RETURNS EXPERIENCE +WHAT DO CON
Page 29 and 30: Travel time to collection location
Page 31 and 32: THE DELIVERY EXPERIENCE + IS THE IN
Page 33 and 34: ABOUT BLACKBAY Blackbay is the lead

THE DELIVERY EXPERIENCE

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