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Customers Are Annoyed When They Can’t Track Their Delivery

Salesupply and ParcelLab have looked at the shopping experience offered by the UK's top 100 online retailers.  A number of areas where these retailers fall short were highlighted in the study.  These include shipping details, tracking and customer support.

Customers Are Annoyed When They Can’t Track Their Delivery
Source: Depositphotos

An important result is that half of the top 100 retailers fail to include delivery information on product pages, which has an adverse effect on customer satisfaction.
Of those who do, 40% missed the promised delivery date.

“40% of retailers do not communicate with customers about returns.  This can lead to customer dissatisfaction and potential loss of future sales”.

The study also found that 45% of retailers do not provide tracking links to customers, undermining transparency and trust.

Source: Parcellab.com

Problem solving is the key

Customer service is another critical area highlighted by the research. One in four major online retailers only offer customer support during office hours. This is despite the fact that the peak time for online shopping is between eight and nine o’clock in the evening.

Source: Parcellab.com

You can apply the lessons learned abroad to your business. By providing clear delivery information, reliable tracking and responsive customer service, you can improve customer satisfaction and increase the likelihood of customer retention.

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