21% of retailers’ deliveries and appointments fail

It was established that each failed delivery costs £151 on average. This is attributed to an associated increase in administrations and business process costs, a lack of capacity utilisation and call centre overburden, among others.

The financial implications are growing so high for retailers that 32% are considering charging consumers for missed deliveries or appointments.

The report revealed that retailers have said customer communications are the major issue, with 43% issuing complaints such as ‘lack of notification about delays’ and ‘lack of communication about delivery times’.
 
When asked what they were planning to do in the next 12 months to address the causes of the problem, 68% said they would introduce or improve on SMS communications.
 
Commenting on the report, Julian Hucker, CEO and co-founder of Esendex, said: “The latest ONS figures highlight that the weekly online spend is £601 million per week, up 20% on last year, so the impact of communications and supply chain inefficiencies will be keenly felt by those who ignore the problem.   
 
“We are seeing a shift in preference among companies who are moving towards text messaging in an effort to more easily reach customers at critical times during the transaction process. Most of us have had to wait in for a supermarket or furniture delivery at some point. We all have mobile phones, so texting is able to take that headache away and give businesses and customers a simple and reliable way to solve this issue. It’s not a new technology, but it’s the most widely available and therefore the most convenient for customers.”