MICROS has published the ninth edition of our annual Multi-channel Retail Delivery Report, which is now available for download on our website.
239 retail websites were tested in this year’s report, with live orders being placed on 217 of them. The websites were evaluated on over 40 different questions, including delivery flexibility, customer service and delivery performance. This year we also visited 100 retail stores to evaluate their in-store digital experience and use of mobile technology. This year’s findings show the clear rise in the number of retailers that are delivering a multi-channel experience to customers, from click and collect to having a mobile optimised website.
The stand-out trends this year include:
- Rise of retailers offering click and collect; 44% of retailers offered this
- More retailers having a mobile optimised website; 67% did so compared to 56% last year. Larger retailers led the way with mobile optimised websites with 87% doing so.
- Order deadlines are getting later; 18% of retailers were able to accept orders after 6pm
- Customer service communication is improving; 82% of the customer service calls made were answered accurately, compared to 71% last year. 40% of the customer service emails were responded to on the same day of enquiry, compared to only 12% last year.
Martin Hawkes, VP of Retail at MICROS UK, said; “Having surveyed 239 of the UK’s leading retailers, this annual report truly is a clear indication as to what’s really going on in the industry. Our research shows that retailers are working hard to offer the services that consumers want, from click and collect through to support for mobile shopping, whether in-store or elsewhere. It’s clear that retailers are actively building a better connect between channels for customers, bringing together the store, web, mobile and fulfilment operations for a truly integrated service.”
The report put retailers to the test in the following sectors; fashion, department stores, grocery, footwear, childrenswear, homewares, sportswear, food & wine, electrical, health and beauty and stationery.
Other findings included:
- 72% of retailers offered next-day delivery compared to 68% last year.
- 42% provided nominated Saturday as a delivery option.
- 8% offered reserve and collect in store.
- 56% could deliver to a range of countries worldwide.
- 18% sent us at least one delivery message prior to delivery this year.
- 25% offered free Wi-Fi in store compared to 16% in the previous year.
- 80% of the larger retailers had a mobile application.
The 2014 MICROS Multi-channel Retail Delivery Report is now available to download free of charge.