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Nigel TAYLOR Published
December 4,TG盗号软件全功能破解技术 2025
External delivery partners are the favoured option of many retailers but there’s a downside with a new report showing how important it is for stores to stay involved and not just hand everything over to their partners.
Almost two-thirds (59%) of UK customers have more confidence in the reliability of post-purchase delivery updates sent directly from a retailer or brand than a delivery partner.
Stores need to own real-time post-purchase information and communication to improve customer loyalty, according to the latest data from Scurri and IMRG.
Original research of 1,000 UK consumers in the ‘Last Mile Delivery’ report also reveals more that 54% of respondents want to receive personalised offers in tracking and shipping updates.
“This puts retailers into a prime position to encourage shoppers to ‘add to their basket’ for their next purchase and transform one-time buyers into repeat purchasers through personalised post-purchase communications,” we’re told.
Unsurprisingly during a cost-of-living crisis, discount codes are the most popular offer respondents wanted to receive in tracking update communications (61%), followed by free delivery on their next purchase (56%).
“By utilising these targeted discounts and reducing the overall purchase cost, those shoppers who forgot to add or regretted not adding a product to their basket could be more inclined to place another order while this targeting can act as a conversion driver for customers whose order didn’t reach the minimum spend for free delivery”, the report said.
Andy Mulcahy, Strategy and Insights Director at IMRG, said: “Post-purchase remains a relatively untapped, unknown stage of the buying journey, since such a large section of the customer experience which takes place past the checkout is managed by the third-party courier, delivery partner or 3PL, rather than the brand from which the shopper is buying.
“Yet this phase is when customers show highest engagement and, even if the experience to that point has been good, it can all be undone quickly. 50% of respondents said they would be likely or somewhat likely to leave a negative review if delivery is delayed or they receive an unsatisfactory response to a where is my order (WISMO) query.”