Kiddicare was last night named the winner of the 2012 Golden Chariot award for retail delivery excellence.
The Golden Chariot awards, which took place at London’s Somerset House, marked the publication of the annual Online Retail Delivery Report, which will be published on Monday 23 January.
Kiddicare were worthy winners of the grand prix, the Golden Chariot for overall delivery excellence, having provided an exemplary service in every area when tested by the researchers in autumn 2011. Kiddicare provided free delivery as standard, with the goods arriving the very next day, thus providing very good value for money to the customer. Communication, with e-mail and text messaging pre-delivery and excellent handling of a customer service e-mail and phone call, was also top notch. The award was presented by Jon Tobbell from Hermes.
Whistles was named the Silver Chariot winner for Best Customer Service. Queries about the order were handled quickly and with great personality by the customer care team, and proactive communication throughout the process kept the customer informed, including an e-mail giving a 1 hour time slot for delivery. Schuh, Clarks, and Kiddicare were all commended. The award was presented by Peter Hughes from Amethyst Group.
Best Brand Experience in Delivery was won by Lush who had gone to great lengths to use their packaging to communicate their brand values. Boxes and packing slips come with a clever little sticker showing a cartoon image of the person that packed the order and the box itself was covered in instructions for recycling their products. The Lush Times is a great catalogue that gives extra information about the company and their products. Jo Malone and Cath Kidston were also mentioned in this category. Tom Allason from Shutl presented the award.
John Lewis were the winners of Best Cross-channel Delivery for their fast and well organised click and collect service. Aline Uren from PayPal presented the award.
The award for Best International Delivery was presented to Wiggle by Paul Stephens from Datacash. Wiggle has rapidly scaled up their international service in recent times and now supports 12 currencies, 9 languages, and has country specific sites for their main markets. They also offer free delivery to many countries and provided a fast and informed service when tested.
Around 200 people gathered at Somerset House for the event, which began with an industry briefing led by Carlo Rimini, Business Unit Director of E-commerce at MICROS.