Study shows how UK e-commerce handles delivery

69% of UK retailers struggle to manage their customer service to the required level

UK e-commerce delivery

Study shows how UK e-commerce handles delivery. Source:

According to Ecommerce News, the UK e-commerce is booming, with last year’s sales up 11% compared to 2018.  Meanwhile, Parcelhub, UK’s delivery company, interviewed a hundred B2B and B2C mid-market retailers across the country. This way, the company wanted to find out how retailers respond to customers’ demands regarding flexible delivery options.

The survey revealed that about 6 out of 10 retailers offer next-day delivery, while 2/3 offer 48-hour delivery. When it comes to delivery, half of the respondents provide the possibility to leave the parcel in a safe place, whereas 31% offer CollectPlus services. At the same time, 1 out of 4 retailers offers tailored delivery windows.

Along with that, 4 in 10 respondents use a third-party delivery company, with 60% working directly with carriers. As to the carrier choice, 37% prefer Royal Mail making it the most popular followed by Hermes with 35% and Parcelforce with 22%. Meanwhile, only 20% of the respondents choose DHL and DPD, as well.

The research stated that 39% of retailers aim to expand their internal customer service operations, while 24% plan to invest in outsourcing customer service operations.

Because consumers are becoming more sophisticated in their demands for flexible delivery services. Larger retailers have the size and scale to be able to adapt to these needs but smaller retailers do not have the critical mass to be able to directly manage these complex carrier relationships
Simon Wright, marketing manager of Parcelhub 


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