Other key highlights include:
- An estimated 17.5% of all orders are now from non-UK shoppers
- Cross-border parcel orders are of higher value than for those delivered in the UK.
- For UK delivery, quality of service continues to hold up well both in terms of ‘late’ and attempted (carded) delivery failure. – If current performance can be maintained, fewer than 12% deliveries will fail to live up to shoppers’ expectations.
Online retailers are on course to despatch 865 million orders via UK carriers this year, according to the IMRG MetaPack UK Delivery Index. After a slow start to 2014, February brought the Index back on target with 14.2% year-on-year growth in terms of volume – 760million orders were despatched in 2013.
Andrew Starkey, Head of e-Logistics at IMRG, said: “The IMRG MetaPack Delivery Index is now tracking well ahead of 2013 in terms of volume and quality of service.
“Although higher delivery prices are bound to be unpopular with consumers and retailers, they at least appear to be allowing the investment in the services necessary to improve customer satisfaction.
“However, even with these service improvements, the rise in volume means it is likely that more that 100 million orders will not be delivered to meet on-line shopper’s increasing expectations so there is still much to do.”
The IMRG MetaPack UK Delivery Index has been designed to enable the e-retail industry to track a wide range of key benchmark metrics to enable organisations to benchmark performance, track trends and inform strategic decisions.