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Consumer Home Delivery Review 2020/21

See how the pandemic affected the way UK customers feel about home delivery.

Consumer Home Delivery Review 2020/21

Published by IMRG and sponsored by parcelLab, the Consumer Home Delivery Review is based on data from 1,000 UK respondents.

It’s an interesting year to publish the report, with the data compiled in August 2020. The pandemic has changed the way we shop online dramatically and there’s no doubt this will have influenced the findings. “Contactless delivery” is a buzzword never mentioned prior to 2020, and customers came to expect delays.

Now in its 12th year, IMRG’s research provides a useful barometer of customer sentiment and satisfaction when shopping online in the UK.

The results are helpful for shaping e-commerce strategies. However, it remains important to remember that just because a customer says they will behave in a certain way, does not mean they actually will.


Some key findings:

of shoppers want delivery updates

of consumers are satisfied with returns

want to receive a time window on the morning of delivery

Stuart Hill

Any retailer, in any market, wants to make sure that the post-sales experience is as great as it can be. So any improvement will increase the percentage of returning customers. When there are specialists like parcelLab in the market that can solve that problem using minimal resources, it makes sense to partner externally on this and offer customers an immediate benefit.

Stuart Hill FARFETCH’s SVP of Logistics
Stuart Hill
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Why parcelLab?

Our platform is the central data hub for brands to build and manage all branded customer communication. Our technology enables brands to take their approach to the next level by orchestrating all post-sales processes and data sources in one hyper personalized, seamless, end-to-end experience. The fully customizable platform adapts to your brand’s needs and allows for true differentiation with customer-centricity at the heart of it

For brands, that means more chances to create relationships that last. And for the people that buy from you, it means turning mundane operational moments into moments of joy.

Be different & define your own outstanding customer experience.

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