The delivery of your customers’ goods is the last stage of the fulfilment process and from the consumers’ point of view, the most critical.
Which? , the independent consumer organisation has pursued a campaign against ‘dodgy’ deliveries. They called on retailers to offer their customers timed delivery slots, confirmation of delivery time on the day and options for the customer on what action should be taken if delivery is unsuccessful.
This campaign resulted from a Which? survey that found 25% of those interviewed had a poor delivery experience, of which:
• 17% late delivery
• 3% not delivered
• 2% damaged delivery
Missed deliveries were also included in these figures.
DPD, a leading UK delivery company has won a number of awards this year for its excellent delivery service. They recently won a special Which? award for:
• Being top of customer satisfaction tables
• Offering excellent customer care
• Leading innovative change in the delivery sector.
DPD use the latest technology to offer their customers timed deliveries and their committed workforce makes customer satisfaction their top priority.
In April 2015 the company won the Queens Award for Enterprise in the Innovation category for their use of Predict technology. This gives customers a guaranteed one hour time slot, with the interactive facility for customers to change the delivery destination if they are unable to be at home. Options being a designated neighbour or collection from a DPD parcel shop.
The focus of consumer groups and Enterprise awards on delivery services recognises their importance in the fulfilment process. Major brand leaders are already using the service. Smaller etailers need to weigh the cost of using a premium delivery service for their express deliveries, against the positive feedback they are likely to receive from their customers. This gold standard delivery may not make economic sense for inexpensive items but if customers are clearly prepared to pay a premium for convenient, timed deliveries it is worth exploring for all ecommerce businesses.