Essential Retail

02 February 2017

The challenge of managing deliveries at peak will remain one of the biggest that retailers will face this year as customer expectations continue to rise. Siobhan Gehin, managing director of Kurt Salmon, part of Accenture Strategy, examines just how long it takes for customers to receive their online orders.

Over the next year, retailers will be looking even more closely at how they can best meet customer demand and service expectations during peak times, particularly with store deliveries as click and collect grows in popularity.

According to a recent shipping study from Kurt Salmon, part of Accenture Strategy, on the delivery performance of online orders placed with 54 retailers in the UK on Black Friday and Cyber Monday 2016, we discovered that collection from store was almost twice as speedy as home delivery. The average time for standard delivery was 3.8 days, compared to 2.2 days for click and collect, which means that customers saved on average 1.6 days per order by selecting this option.

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