Latest news with #RobvandenHeuvel
Fashion Network
23-06-2025
- Business
- Fashion Network
Shoppers have 'zero tolerance for delivery failures'
UK consumers are particularly unforgiving when it comes to…. failed deliveries. A single disaster is all it takes and two-thirds of UK shoppers won't return to a brand after the disappointment, according to shipping platform Sendcloud. It reveals that 57% of UK shoppers encountered a delivery issue in the last three months, and that many are unwilling to give retailers a second chance, its survey of 1,000 UK consumers, reveals. Nearly a quarter (23.6%) also reported late deliveries, while 17.9% had parcels left in insecure locations, and 14% received damaged items. Even minor mishaps, such as not receiving tracking updates (11.1%) or inaccurate tracking data (10.8%), were enough to deter shoppers. According to the study ' E-commerce Delivery Compass 2025 ', 64.3% said they would not reorder from a retailer after a failed delivery. For many, a damaged parcel (59.4%) or even a delay (33.2%) would be enough to walk away. 'When deliveries go wrong, shoppers want answers', the report said. 'Yet communication often falls short' with 45% of shoppers reporting problems tracking their most recent order. For many, it's a frustrating puzzle: 37% are frustrated by receiving updates from multiple sources; 45.5% regularly check different platforms to piece together the delivery status; and 34.1% say notifications arrive too late to adjust their schedule. The vast majority of UK shoppers (85.4%) expect to be notified immediately if there's a delay with their order. When packages are delayed without explanation, 83.2% say they feel frustrated. If something goes wrong, 91% want a simple, direct way to reach customer support. Rob van den Heuvel, CEO and co-founder of Sendcloud, said: 'Online shoppers have a zero-tolerance attitude toward delivery failures, especially when those failures are met with silence. Retailers invest significant time and money acquiring customers, but one bad delivery experience can undo it all. That's why it's essential to stay in control of the delivery journey, with proactive updates and quick responses when things go wrong. Ultimately, loyalty is built only after the checkout.'
Fashion Network
23-06-2025
- Business
- Fashion Network
Shoppers have 'zero tolerance for delivery failures'
Even minor mishaps, such as not receiving tracking updates (11.1%) or inaccurate tracking data (10.8%), were enough to deter shoppers. According to the study ' E-commerce Delivery Compass 2025 ', 64.3% said they would not reorder from a retailer after a failed delivery. For many, a damaged parcel (59.4%) or even a delay (33.2%) would be enough to walk away. 'When deliveries go wrong, shoppers want answers', the report said. 'Yet communication often falls short' with 45% of shoppers reporting problems tracking their most recent order. For many, it's a frustrating puzzle: 37% are frustrated by receiving updates from multiple sources; 45.5% regularly check different platforms to piece together the delivery status; and 34.1% say notifications arrive too late to adjust their schedule. The vast majority of UK shoppers (85.4%) expect to be notified immediately if there's a delay with their order. When packages are delayed without explanation, 83.2% say they feel frustrated. If something goes wrong, 91% want a simple, direct way to reach customer support. Rob van den Heuvel, CEO and co-founder of Sendcloud, said: 'Online shoppers have a zero-tolerance attitude toward delivery failures, especially when those failures are met with silence. Retailers invest significant time and money acquiring customers, but one bad delivery experience can undo it all. That's why it's essential to stay in control of the delivery journey, with proactive updates and quick responses when things go wrong. Ultimately, loyalty is built only after the checkout.'
Fashion Network
23-06-2025
- Business
- Fashion Network
Shoppers have 'zero tolerance for delivery failures'
UK consumers are particularly unforgiving when it comes to…. failed deliveries. A single disaster is all it takes and two-thirds of UK shoppers won't return to a brand after the disappointment, according to shipping platform Sendcloud. It reveals that 57% of UK shoppers encountered a delivery issue in the last three months, and that many are unwilling to give retailers a second chance, its survey of 1,000 UK consumers, reveals. Nearly a quarter (23.6%) also reported late deliveries, while 17.9% had parcels left in insecure locations, and 14% received damaged items. Even minor mishaps, such as not receiving tracking updates (11.1%) or inaccurate tracking data (10.8%), were enough to deter shoppers. According to the study ' E-commerce Delivery Compass 2025 ', 64.3% said they would not reorder from a retailer after a failed delivery. For many, a damaged parcel (59.4%) or even a delay (33.2%) would be enough to walk away. 'When deliveries go wrong, shoppers want answers', the report said. 'Yet communication often falls short' with 45% of shoppers reporting problems tracking their most recent order. For many, it's a frustrating puzzle: 37% are frustrated by receiving updates from multiple sources; 45.5% regularly check different platforms to piece together the delivery status; and 34.1% say notifications arrive too late to adjust their schedule. The vast majority of UK shoppers (85.4%) expect to be notified immediately if there's a delay with their order. When packages are delayed without explanation, 83.2% say they feel frustrated. If something goes wrong, 91% want a simple, direct way to reach customer support. Rob van den Heuvel, CEO and co-founder of Sendcloud, said: 'Online shoppers have a zero-tolerance attitude toward delivery failures, especially when those failures are met with silence. Retailers invest significant time and money acquiring customers, but one bad delivery experience can undo it all. That's why it's essential to stay in control of the delivery journey, with proactive updates and quick responses when things go wrong. Ultimately, loyalty is built only after the checkout.'
Fashion Network
16-05-2025
- Business
- Fashion Network
UK shoppers abandon online carts due to delivery issues
How many UK online shoppers abandoned their purchases in the past year due to concerns about delivery? A shocking 40.6% (two in five), according to new research from shipping platform Sendcloud. The bottom line is webshops that don't offer flexible delivery options are the ones that risk losing significant revenue. Based on a survey of 1,000 UK shoppers for the soon-to-be-published 'E-commerce Delivery Compass', the data reveals that high shipping costs (78.5%) and slow delivery speeds (41.6%) are the main reasons for cart abandonment. Other contributing factors include unclear or inconvenient delivery options (24%). And while 56.9% of UK consumers prefer fast delivery, 43% would rather have control over when their order is delivered. Bottom line: delivery should not only be fast but also fit into the consumer's schedule. While home delivery remains the preferred option for 77%, alternatives are rapidly growing in popularity, the report said. Parcel lockers (21%) and pick-up points (25.4%) are increasingly favoured, with 36.8% of consumers now actively choosing retailers that offer these flexible 'out-of-home' delivery options. And that flexibility issue is crucial with 18.7% abandoning a purchase because they can't select a suitable delivery time, while 16.2% drop out because they can't change the delivery address. When consumers are given the option to choose a time slot, preferred delivery windows include 10am-12pm (23.4%), 4pm–6pm (16.9%), and 6pm–8pm (16.3%), 'further emphasising that fit often outweighs speed'. Rob van den Heuvel, co-founder and CEO of Sendcloud, said: 'Consumers no longer think of delivery as a backend process. It's a core part of the overall experience. Shoppers now expect delivery to seamlessly integrate into their busy lives. Retailers that don't offer flexible options, such as out-of-home delivery, will lose customers to competitors that do. Success in e-commerce isn't just about speed; it's about providing choice.'
Fashion Network
16-05-2025
- Business
- Fashion Network
UK shoppers abandon online carts due to delivery issues
How many UK online shoppers abandoned their purchases in the past year due to concerns about delivery? A shocking 40.6% (two in five), according to new research from shipping platform Sendcloud. The bottom line is webshops that don't offer flexible delivery options are the ones that risk losing significant revenue. Based on a survey of 1,000 UK shoppers for the soon-to-be-published 'E-commerce Delivery Compass', the data reveals that high shipping costs (78.5%) and slow delivery speeds (41.6%) are the main reasons for cart abandonment. Other contributing factors include unclear or inconvenient delivery options (24%). And while 56.9% of UK consumers prefer fast delivery, 43% would rather have control over when their order is delivered. Bottom line: delivery should not only be fast but also fit into the consumer's schedule. While home delivery remains the preferred option for 77%, alternatives are rapidly growing in popularity, the report said. Parcel lockers (21%) and pick-up points (25.4%) are increasingly favoured, with 36.8% of consumers now actively choosing retailers that offer these flexible 'out-of-home' delivery options. And that flexibility issue is crucial with 18.7% abandoning a purchase because they can't select a suitable delivery time, while 16.2% drop out because they can't change the delivery address. When consumers are given the option to choose a time slot, preferred delivery windows include 10am-12pm (23.4%), 4pm–6pm (16.9%), and 6pm–8pm (16.3%), 'further emphasising that fit often outweighs speed'. Rob van den Heuvel, co-founder and CEO of Sendcloud, said: 'Consumers no longer think of delivery as a backend process. It's a core part of the overall experience. Shoppers now expect delivery to seamlessly integrate into their busy lives. Retailers that don't offer flexible options, such as out-of-home delivery, will lose customers to competitors that do. Success in e-commerce isn't just about speed; it's about providing choice.'
