Free shipping remains top consideration for online shoppers, according to data from the Retail Technology Show

Fulfillment – ​​both in terms of delivery and returns – are the top considerations for shoppers when buying online, reveals the latest research from the Retail Technology Show, the retail industry’s premier event.

An original study of over 2,000 UK shoppers in its latest Retail Revolution report showed that free delivery was the main reason why seven in ten shoppers (70%) would choose to buy from an online retailer, followed by a simple and easy return process (40%) and the ability to access exclusive offers online that were not available in-store (35%). Tracked shipping updates came in fourth, with more than a third (34%) saying live tracking of their order would make them more likely to buy from a retailer in the future. while flexible and convenient delivery options were important for 30%.

However, despite the demand for free fulfillment, 45% of consumers surveyed said that the lack of free delivery options remains their biggest problem when shopping online. And with some retailers, including Zara, starting to charge customers for returns as well as deliveries, as it seeks to offset some of the costs of reverse logistics, consumers could be even more disappointed, as director Matt Bradley explained. events at the Retail Technology Show. :

“Despite rising fulfillment costs, consumers are still demanding free, fast and frictionless fulfillment when shopping online from retailers. And that’s causing a growing headache for retailers who are facing inflationary pressures. and multifaceted costs on their businesses, causing a trade-off between meeting customer demands and cutting margins.

The issue of returns was a key trend featured in the main Retail Technology Show session with The Very Group’s Director of Digital Customer Experience, Paul Hornby. Speaking alongside Sarah Curran Usher, NED French Connection and MD EMEA at True Fit, he discussed the impact of the returns on fashion group pureplay’s operations and how it was now using personalization around the size and fit to help improve the customer experience and reduce inefficient – ​​or unavoidable – fit-based returns, as well as size sampling behaviors.

“Thriving is the next battleground,” Matt Bradley continued. “The stakes have been raised by the rise and rise of Q-commerce, and with consumers now accustomed to the concept of quick fulfillment, the challenge for retailers will be to offer a wider range of options – to both for delivery and for returns – but which they can manage and, in fact, benefit from.

Find out more about the trends that will impact retail in 2022 and beyond – as well as find out what’s in store for the Retail Technology Show 2023, which will be back bigger and better with space for more. extended exhibition on 25 and 26 April next year at London Olympia – download the full report for free: Retail Revolution: A blueprint for transformational retailing insights report – Retail Technology Show

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