British consumers are hit hard by the supply chain crisis, with 41% of parcel deliveries delayed!

The supply chain crisis affects the world . But in the UK, consumers are hit even harder by the aftermath of Brexit. Especially as the holiday sales boom approaches at the end of the year, in addition to facing product shortages, British consumers also have to endure package delivery delays or even non-delivery.

According to the latest data from parcelLab, an operational experience management platform, British consumers say their shopping and delivery experience is far worse than that in France and Germany.

41% of British online shoppers have experienced delayed delivery of their parcels, compared to 23%, 27% and 29% in France, Germany and the United States.

Even 39% of British consumers complained that their orders simply “disappeared.” Although the United States, France and Germany also have such problems, the proportions are relatively low, at 18%, 22% and 23% respectively.

Because the UK has been hit by the double blow of the supply chain and Brexit, British consumers will be more "grudgeful" towards merchants who make package delivery errors compared to Europe and the United States.

35% of online shoppers said they would not shop from problematic merchants again, while in France the proportion was 21%, in the United States 23%, and in Germany 25%, all slightly lower than in the United Kingdom.

The survey report pointed out that 49% of British online shoppers who experienced package delays said that they had to contact customer service to find out the status of their package.

The poor delivery experience has also made British consumers have higher requirements for it. 66% of consumers said that they hope that merchants will regularly update the location of the package; 61% of consumers said that they hope to receive notifications when the package is shipped; 47% of consumers want to view the location of the package on a map; 65% said that if there are any problems and delays, they hope to be notified and updated immediately.

Tobias Buxhoidt, founder and CEO of ParcelLab , said that the epidemic has accelerated the development of e-commerce, and online shopping has become the default choice for many people. Consumers have also begun to expect efficient and reliable delivery experiences, especially in the UK. Although some delays are inevitable, the key for sellers is to put customers first.

British consumers will have a bad impression of brands that do not prioritize customer experience. This also shows how important it is for sellers to provide active help and communication after customers complete their purchase. Sellers who can do this are easy to remember and can increase brand loyalty.

Therefore, in the process of sales, especially during the peak season when the volume is large, sellers should pay attention to the transportation and after-sales of goods in addition to the sales process. They can pay attention to the logistics information in time. In case of abnormal logistics, they also hope that sellers can help consumers solve the problem with a positive attitude. They should try their best to leave a good impression on consumers and reduce the impact of these negative reviews on the store.

U.K.

Package delay