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May 13 2008
Royal Mail delivers on its promises
Royal Mail has launched a new consultancy tool to help online retailers make sure they offer consumers the best possible experience and reduce the 40+% shopping basket abandonment
The new internet based ‘Delivery Promise Tool’ can analyse any e-retail website, monitoring the quality and availability of delivery information such as cost, time, tracking, delivery options and contact details. It produces a detailed report which includes recommendations on how each website can improve its service.
Royal Mail created the tool after its Delivery Experience research revealed the importance that consumers place on having access to clear delivery information before placing an order online.
The research revealed that 19 in 20 online shoppers have abandoned a shopping basket, 37 percent regularly, and that four in ten (42 percent) did so because of the delivery charge.
The research also highlighted that:
Eight out of ten (84 percent) of online shoppers expect clear delivery information before they place their order
- 81 percent want the option to specify a delivery address for their goods
- 77 percent like to be kept updated on the progress of their order.
- 94 percent of people are likely to shop again from an online retailer if they are happy with the delivery of their goods
The creation of the Delivery Promise Tool follows Royal Mail’s launch of two new services to improve the delivery experience for shoppers. Royal Mail Tracked enables retailers to provide their customers with a tracking number when the goods ordered are dispatched so that the shopper can track the progress of the delivery themselves. And the Safeplace service also gives shoppers the opportunity to specify a safe, alternative delivery point, such as a shed, porch or neighbour, should they not be at home to receive the item.
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