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Changes to delivery options have led e-retailers to be clearer, cheaper and more innovative to retain and grow their customer base
London July 5 2012 iForce, logistics specialist for some of the UK’s top retailers including Cath Kidston, John Lewis, Sainsburys, Tesco and Waitrose Wine, has undertaken its bi-annual comprehensive Delivery Options Research (conducted in May 2012), highlighting how changes in the e-Retail industry have driven retailers to amend the range of delivery options they provide. The UK spent £68.2billion shopping online during 2011 and that figure is set to rise by 13% by the end of 2012, making the ease of the consumer’s convenience King in the purchasing process.
The key elements highlighted in iForce’s research were:
• Click and Collect option has decreased in cost, with only 4% of companies now charging for this service.
• Those e-retailers who offer the Click and Collect delivery option has risen from 18% to 36% since September last year.
• Standard Delivery charges have dropped an average of £0.75 on each delivery order.
• E-retailers have reduced ‘nasty surprises’ at the end of a purchase, with more transparent delivery costs upfront.
• E-retailers provide more clarity on how weekend and bank holidays will affect delivery dates.
iForce Director of Client Services, Geoff Taylor, said: “Click and Collect has only been around for around three years, but this shows it is growing at a phenomenal rate.. It is all about consumer convenience and I think consumers would be more surprised if stores didn’t offer it now, than if they did. Since September 2011, Click and Collect has risen from 18% to 36%, with 97% ensuring this is a free option for customers.”
“Previously only 15% of retailers offered concise information on timings of availability to pick up their Click and Collect orders before being recalled, however this has now risen to 68% ensuring consumers are better informed of the collection window.” He added.
As highlighted in previous iForce studies, e-retailers continue to increase the delivery choices to include Saturday, named days and collect from store. Delivery charges have remained in the main static, with the highest next day delivery charge at £19.95, with the highest standard charge decreased from £8.80 to £7.50. The average standard charge has also decreased by £0.75 to £4.21. This has also highlighted that the average order value, where free delivery is offered, has risen from £107 (October 11) to £117, even amidst tough trading conditions.
“Transparency also seems to be a positive trend, with many more retailers highlighting the delivery charges upfront and not as the final step in the online purchasing process. This appears to be another nod to retaining consumer loyalty through consistency of service. This is further endorsed by e-retailers proactively illustrating how Bank Holidays and Weekends will affect next day deliveries and the like.” Added Geoff Taylor.
The next Delivery Options Research will be released in 2013.
For further information: Jessica Littlewood, PR Manager iForce, 07703 609012
NB. Research completed in May 2012
iForce is a multichannel specialist in fulfilment and returns logistics, offering end-to-end solutions to their clients' business challenges. Founded in 1998, iForce has pioneered the development of traditional fulfilment skills, processes and technologies for the e-commerce world. iForce's other services include strategic planning & consultancy for e-retailers, e-analysis, stock management, customer service and logistics. iForce has approximately 600 staff and over 1.1 million square feet of warehouse space in six UK locations serving the UK and Continental Europe. Clients today include: John Lewis Direct, VTech, Waitrose Wine and Sainsbury's for e-fulfilment, Tesco, Screwfix and House of Fraser for Reverse Logistics and Greene King for point of Sale replenishment.
Over the last ten years, through its bespoke internally developed systems and the unrivalled experience of its staff, iForce has won and maintained contracts with some of the UK’s premium and biggest brands. By offering a full 360 service for e-fulfilment and return logistics, iForce helped to drive retail sales through online and, more recently, through click and collect services in store.