Grocers are setting the standard in customer service for online retailers, according to multichannel logistics specialist iForce.
Geoff Taylor, director of Client Services at iForce said: “The standard seems to be set by online grocery retailers whose customers enjoy excellent delivery time window options including evening deliveries.”
The company, which analysed the websites of over 70 top online retailers, said the majority needed to improve delivery options for their customers.
iForce claimed that overall, only 9.7% of online retailers offered AM/PM delivery options and just 6.9% offered shoppers evening deliveries.
Furthermore terms and conditions relating to delivery were often found to be difficult to understand while key information on cut-off times for next day deliveries was frequently hidden in the detail or completely missing from the websites.
“The class leading companies will be those who can grow organically and attract new sales as well as protecting existing sales by offering wider consumer choice,” said Taylor.
