Online retailers need to make sure they focus on getting orders to customers on time and should offer more delivery options, according to a study by Econsultancy.
Over half (59%) of the shoppers questioned said that they would not use a retailer again if it failed to deliver on time. However, the survey did find that during the festive period 87% of consumers received their orders when promised.
The shoppers also suggested that they want more delivery choices, with a quarter (24%) of the respondents saying they had abandoned a purchase because a retailer did not offer convenient delivery options.
Graham Charlton of Econsultancy said: “The findings suggest that retailers need to pay attention to the quality of delivery services, and the variety of options provided.
“Customers demand fast and efficient delivery, and they also want convenience. Retailers who can provide this stand to gain an advantage over their competitors.”