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Consumer Delivery Survey 2011 Published on February 2011

Report Summary This is the latest in the series of the IMRG / eDigital-Research Consumer Delivery survey, this year supported for the first time by Blackbay. Over recent years we have been careful to maintain the same structure to the survey and can now present a three year trend to show how consumers attitudes, behaviours and needs for online delivery, are changing. This year we are pleased to be able to report that the survey sample has grown to over 500 households, representing over 1,320 residents and active online shoppers of which over 920 are over 18 years of age. This is a significant increase of 20% on 2009-10. The profile of direct respondents remains consistent with that of the general online population. Almost all respondents live in the UK with a representative geographical spread and the majority were women with 61% which is a slight increase on 2009-10. The average age of direct respondents increased slightly to from 43 to 46 and the average household income was 10% down at ÂŁ39,000 per annum. We are also grateful to Snow Valley for allowing us to examine their Online Retail Delivery report 2011, sponsored by MetaPack, to help us identify the potential gaps between what consumers want and what retailers are providing. Finally and importantly we would like to thank Blackbay, the mobility solutions provider for their support of this year's report which has allowed us to expand the scope of our work. 'Blackbay recognises that the last mile experience for the customer is a critical component of the brand experience for retailers and carriers. Delivery is the last contact point with the customer and can leave a lasting impression, of not only the carrier, but the e-retailer's brand. Successful e-retailers understand that the customer experience does not stop simply at offering the best price or cheapest delivery options; it requires high quality end-to-end customer service right through to the doorstep experience, particularly if the driver is the only personal contact with the customer in today's e-commerce world. Whilst the industry has seen considerable improvements in service quality and choice, there is still disparity between customer perception of delivery and the quality of service delivered by carriers and retailers at the doorstep. By supporting the increased scope of the IMRG's research Blackbay hopes that it can help suppliers, carriers and e-retailers improve their understanding of customer requirements and continue to innovate and improve the delivery experience'.

Table of Content 1. INTRODUCTION

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>> Get this Report Now by email! 2. EXECUTIVE SUMMARY ' KEY CONCLUSIONS AND TRENDS 3. MAIN FINDINGS 3.1 Overall Perceptions 3.2 Influences 3.3 Preferred Delivery Location 3.4 Security 3.5 Delivery Performance 4. DELIVERY SOLUTIONS 4.1 Provision of Information 4.2 Timed Deliveries 4.3 Alternative Delivery Locations 4.4 Mobile Commerce 4.5 Returns 5. ENVIRONMENTAL CONSIDERATIONS 6. DELIVERY BEST PRACTICE ANNEX 1 - Full 2011Survey Results ANNEX 2 - 2008 ' 2011 trend data ANNEX 3 - Supporting Organisations

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>> Get this Report Now by email! Table of Content 'Blackbay recognises that the last mile experience for the customer is a critical co...

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