New research has suggested that retailers are letting consumers down when it comes to flexible delivery options. The revelation came from a Retail Week publication – The delivery battleground – in conjunction with a delivery experience company.

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The biggest barrier to customer satisfaction was found to be in flexible delivery after an order has been placed with a retailer. When asked, 70 per cent of the consumers surveyed wanted better delivery options, with just four per cent of retailers offering the chance to change shipping details after an order has been confirmed. This might include a change in time of day or an adjustment to the delivery address in light of unforeseen circumstances.

Customers need and want flexibility

Agile delivery options are in high demand. Consumers know a busy schedule can affect whether they may be available at a certain place and certain time, with several high-profile stories in recent years that highlight this particular issue. There is also the added concern of parcel security, with some people worried that they will have valuable items left in what a courier deems to be a safe place but the customer considers a risk or target for thieves.

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The delivery battleground highlights areas in which retailers should be striving to improve to close the gap between customer expectations and the service received. While new technologies are cited as possibilities in driving change, there is an overarching theme that the communication between the retailer, the carrier and the customer needs to be much stronger. The ultimate goal is that elusive satisfaction in flexibility that so many consumers are seeking, whether through national or regional searches such as same day courier service in Manchester. Companies such as have noted the requirements and are addressing the gaps.

About the delivery battleground

Published by Retail Week, the digital guide looks at how retailers are trying to keep up with the expectations of consumers. Some of the information detailed includes a timeline of fulfilment and its huge evolution, along with a glance into the future of shipping and how things may change over time. There is also a table of retailers providing the widest range of fulfilment options for consumers, research from 50 retailing leaders, and consumer insights from 2,000 online shoppers in the UK.