Effective delivery key to customer satisfaction during online Christmas shopping boom, says Trimble
Convenience cited as the key motivation for shopping online but many are not happy with the current service they receive
As the rate of online shopping increases over the Christmas period, customer expectations rise with it and although many are prepared to pay for the convenience of home shopping (£3,632million is being spent per year on delivery charges*), many are not happy with the current service they receive, research from leading field service solutions provider Trimble has revealed.
The study which surveyed 1,000 British adults revealed that consumers are prepared to pay to get the items they want, when they want; 40 per cent of consumers are willing to pay for next day delivery, 22 per cent would pay for delivery within a two-hour slot; 13 per cent would pay for a Saturday delivery and nearly three quarters of respondents agree that fast delivery is a key factor when shopping online.
However, many retailers are still getting online delivery wrong. The biggest gripe for consumers is goods arriving when they are not at home and being sent back to the depot or post office, cited by nearly one in three consumers (30%), and in spite of 62% being willing to pay more for faster delivery, a further 29% felt costs were too high and 14% complained about not being able to specify a short delivery window. It is no longer acceptable to say anytime during the day. In fact one third of respondents have to take annual, sick or unpaid leave to wait for delivery and service.
“Customer satisfaction can go hand in hand with the online Christmas retail boom and the key is keeping commitments; making ones that the company can keep and then ensuring the customer is informed along the way,” said Mark Forrest, general manager of Trimble’s Field Service Management division. “Technology exists today which means that every aspect of a mobile operation can be measured, recorded and analysed, which can pay dividends when it comes to keeping your customers happy and your brand reputation intact – delivering a happy Christmas all round.”
* The survey was carried out by OnePoll from the 27th April to 30th 2012, gathering a nationally representative sample of 1,000 UK adults. It was carried out online with respondents receiving a credit incentive.
For further information about this news brief contact:
Eisha Cooke
Trimble
Tel: 01473 696340
Email: eisha_cooke@trimble.com
About Trimble Field Service Management
Trimble’s Field Service Management Division provides visibility into field and fleet operations so businesses can streamline efficiency and increase productivity. The Field Service Management suite includes fleet management, work management and scheduling, worker safety and mobility solutions that transform the effectiveness of work, workers and assets in the field. The cloud-based portfolio allows Trimble to offer customers industry-specific, enterprise-level solutions for exceptional performance and ease of use.
For more information, visit: www.trimble.com/fsm.
About Trimble
Trimble applies technology to make field and mobile workers in businesses and government significantly more productive. Solutions are focused on applications requiring position or location: including surveying, construction, agriculture, fleet and asset management, public safety and mapping. In addition to utilising positioning technologies, such as GPS, lasers and optics, Trimble solutions may include software content specific to the needs of the user. Wireless technologies are utilised to deliver the solution to the user and to ensure a tight coupling of the field and the back office. Founded in 1978, Trimble is headquartered in Sunnyvale, Calif.
For more information visit: www.trimble.com.
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