2014 MICROS International Retail Delivery Report – now available!

The 2014 edition of the MICROS International Retail Delivery Report, sponsored by Royal Mail, is now available at https://reports.micros-ecommerce.com/

The third edition of this research put 112 UK retailers to the test, looking at the online retail proposition on offer to overseas customers and whether the promise is being fulfilled. A panel of shoppers in 20 countries placed live orders to provide an in-depth evaluation of the customer experience.

The research shows that UK retailers are offering more delivery options to overseas shoppers. Of the retailers tested in this year’s research, 31% had a standard and an express delivery service for international customers, up from 18% in 2012. There is still room for improvement, however, as 83% of retailers offer at least two options for delivery within the UK.

Retailers are also targeting international customers by offering free delivery over a certain order value threshold. Of the international shoppers, 34% were offered free delivery if they spent a certain amount, up from 6% in 2012.

As well as an improved delivery service, retailers are also making the online shopping experience easier for international customers. Of the shoppers, 91% were able to see delivery information about their country on the retailer’s delivery information page, up from 73% in 2012.

On top of this, there has also been an increase in the number of retailers offering address look-up functionality for overseas customers. Only 6% offered this in 2012, allowing a customer to type in their postcode and select their address from a list, while in this year’s report 18% of retailers supported this feature.

However, there is still a lot that retailers could do to make their sites more user-friendly for international customers. Only 37% of the retailers allowed customers to change currency on the website, while a mere 15% of shoppers that lived in countries where English was not spoken natively were able to view the site in their local languages.

Nick Landon, Managing Director, Royal Mail Parcels, said; “At Royal Mail, we like to think of international as just another postcode, and aim to help businesses deal with customers expanding overseas as easily as any other. This is a key part of the market for the group, and across both Royal Mail and Parcelforce brands we continue to deliver the solutions that retailers want.”

“The improvements in this year’s report are very encouraging. The fact that 31% of the retailers provide a choice of delivery options to overseas customers, while 34% offer free delivery over a certain order threshold, shows that retailers have been focusing on delivering the same quality of service to international shoppers that UK customers can expect.”

Martin Hawkes, VP of Retail at MICROS, said; “The online channel has given UK retailers easier access to overseas customers, making international markets a key driver of future growth. Our research shows that many retailers are capitalising on that opportunity and honing their websites and customer propositions to attract overseas shoppers. There is still room for improvement, however – developing a truly international service relies on having an eCommerce platform with global capability, combined with local expertise, which is what MICROS delivers to retailers.”

Other key findings include:

  • 67% of UK retailers now offer an international delivery service.
  • The average delivery charge for overseas shoppers was £11.23, with charges ranging from free to £59.95.
  • 4 of the 112 orders failed on the websites, the majority failing at the check-out stage.

The report can be downloaded from https://reports.micros-ecommerce.com/

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What returns options were available to our overseas shopper?

Our 2014 International eCommerce Delivery Report, sponsored by Royal Mail, is out next week.

We asked all our shoppers in 20 different countries to check the UK retailers websites that they were ordering from to see what returns options were offered.

90% of our shoppers could only return their item by post. 5% could choose between sending their item back by post or returning it to their local store. The return to store option was only available in the Republic of Ireland and the USA.

3% of shoppers were unable to find any information about international returns on the retailers’ websites.

The report can be downloaded from https://reports.micros-ecommerce.com/

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How many delivery options do UK retailers offer international shoppers?

The 2014 MICROS International eCommerce Delivery Report sponsored by Royal Mail will be published later this week.

This year we’ve seen a marked increase in the number of delivery options that are offered to overseas shoppers. Just over 30% of international shoppers were offered more than one delivery option this year, up from 18% in 2012.

One shopper in America was even given the option of collecting her item in store – something we haven’t seen in previous years.

Follow us on Twitter and we’ll notify you as soon as the report is published.

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Do UK retailers allow orders to be placed in the shopper’s local language?

The 2014 MICROS International eCommerce Delivery Report sponsored by Royal Mail will be published next week.

One of the questions in the report looked at whether our overseas shoppers could change the language on the website to their local language.

13% of our shoppers were able to view the retailer’s website in their local language – these shoppers were living in China, France, Germany, India, South Korea, Norway and Spain.

33% of our shoppers were living in a country where English is the native language and so they were able to shop easily without any translation.

Follow us on Twitter and we’ll notify you when the report is published.

 

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International shoppers – is free delivery offered over a certain order value?

Our 2014 MICROS International eCommerce Delivery Report, which is sponsored by Royal Mail, will be published next week. We had shoppers in 20 different countries put UK retailers to the test to see what kind of service they provide to overseas shoppers.

One of the questions we looked at was whether our shoppers were offered free delivery over an order value threshold. We found that 37% of the retailers offered this to the shopper, which is a substantial increase from 7% in 2012. Interestingly 4% of shoppers were offered free international delivery as standard.

Look out for the report when it’s published next week.

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Do UK retailers support international address look-up?

Our 2014 MICROS International eCommerce Delivery Report, which is sponsored by Royal Mail, will be out next week. In this research, we asked a panel of overseas shoppers to test 112 UK retailers on their international delivery capability.

One area of clear improvement has been in the number of retailers offering international address look-up.  We found that 19% of UK retailers provided this service to our overseas shoppers this year, up from 3% in 2012 when we last carried out this research.

One example of this is Baker Ross, who allowed our shopper in Sweden to type in her postcode and then recognised her town and city:

Look out for the release of the 2014 MICROS International eCommerce Delivery Report next week.

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International shoppers – how many orders arrived on time?

Our 2014 MICROS International eCommerce Delivery Report will be published this month. In this report we benchmark the online shopping experience that UK retailers provide to overseas customers. This year we tested 112 UK retailers’ with 59 international shoppers in 20 countries.

This year we found that 74% of orders arrived on time, up from 58% in 2012. This is a vast improvement and goes to show that retailers are working hard to meet the delivery promise.

Keep a look out for the release of the 2014 MICROS International eCommerce Delivery Report. In the meantime, you can download the UK version at 2014 MICROS Multi-channel Retail Delivery Report.

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Snap Fashion App – how does it work

Have you ever asked a friend “I love what you’re wearing, where can I get it?” or seen someone in the street and thought the same thing, but you’re too afraid to ask?

I know that I definitely have, and that’s why I was so excited to find the Snap Fashion app. The app allows you to take a picture of a clothing item or shoes and then shop and browse for similar products.

So, I downloaded the app straight away to test it out. The app is very user-friendly, as you can see below, when you first open the app up you are taken to this screen and are ready to start snapping.

I decided that I would take a snap of my colleagues black boots, as you can see below. The app gave me a selection of shoes shapes to choose from e.g. boots or flats which makes it really easy to fit the shoe into the frame.

One of the most annoying responses you can get when you ask someone where they bought something is either 1. Its last season’s range, they don’t sell it anymore or 2. They are designer (and ridiculously out of your price range). The Snap Fashion app resolves these issues by giving you a selection of similar products to the one snapped. You can even chose to look for things in a similar pattern or shape.

Once you’ve found your perfect item you quite simply select it from the list and you can either add it to your wish list or click buy and you’ll be taken to the product page on the relevant retailer’s website.

Another one of the best parts of the app for me is the trending section. Trending originated by Twitter is now being used by similar companies such as Spotify and Snap Fashion to inspire users to what’s popular. As a lover of fashion this is great tool for me as I can get inspiration for my wardrobe and it’s another way to stay on top of latest trends.

Over 100 retailers have become affiliated with Snap Fashion including the majority of high street labels such as New Look and TopShop and even some of the high-end retailers have got involved including Burberry and Gucci. Shopping on the go, especially on a mobile device, has proven to be a key trend in retail technology and the Snap Fashion app gives customers a new innovative way to do this. Give it a go and let us know what you think, I know that I will definitely be using it from now on.

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International shoppers – is delivery information clear on UK websites?

The MICROS International eCommerce Delivery Report will be published in mid-June. 59 international shoppers from 20 countries placed live orders with 112 UK retailers to help us establish whether the customer experience is improving for overseas shoppers.

One area of improvement was in the delivery information given to shoppers.  91% of our shoppers were able to find delivery information for their specific country, compared to 73% in 2012.

A shopper in Australia felt that one retailer’s website was not structured well enough to allow her to work out which countries it delivered to. The shopper mentioned that she was disappointed with the lack of country-specific information and would only purchase an item if she was certain that the retailer would deliver to her country.

It is vital for retailers to make clear to shoppers what delivery options are available to them.

Keep a look out in June for the release of the 2014 MICROS International eCommerce Delivery Report.

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The RAF Club – new mobile app with iRiS

Mobile continues to be a big focus for our customers. MICROS has recently completed a project for The RAF Club with our partner iRiS, providing the private members club with a mobile app that their members can download and use.

In 2013, The RAF Club decided to review their eCommerce capabilities and look at ways of improving web and mobile communication with their members. The first step was for the eCommerce team at MICROS to provide a new website allowing RAF Club members to checkroom availability and make and manage bookings online.

The RAF Club then decided to launch a mobile app that would allow people to view Club facilities on their smartphones, with a members area that provides communication between the Club and its members. MICROS partner, iRiS, was asked to design and deliver an app that would reflect the brand heritage of the The RAF Club, while providing the latest in app functionality.

Kathryn Cooper, Assistant Club Secretary at The RAF Club,explains why they wanted to introduce a mobile app; “We had seen an increase in people looking at The RAF Club website on mobile devices. We thought that it would be easier for our members to have an application on their phones rather than having to log in through the website every time.”

“It was also a natural extension for us. Our new website allows members to interact with us much more than before – they can check room availability and book rooms, they can book events or update their contact details – and the next step was to give people a mobile option.”

The RAF Club’s mobile app was launched in April 2014. It is seamlessly connected with the mobile version of The RAF Club website, which means members can easily make online bookings and purchases from the online gift shop.

The RAF Club’s mobile app also takes full advantage of push notification functionality. Customers that agree to alerts receive unobtrusive messages through the app on their phones letting them know about offers and last minute room availability.

Read the full case study click here or for more information call 01753 501607 or email uk-micros@micros.com

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