The majority of UK consumers – 70 per cent – are less likely to shop with retailers after hearing about a negative delivery experience, new research from Metapack has found.

The study, which was carried out among nationally representative consumer panels across the UK, France, and Germany with 3,000 consumers, also revealed that more than 60 per cent of UK-based consumers have shared poor delivery experiences with their friends or family.

A further 15 per cent of UK consumers said they have posted on social media and 22 per cent stated they have posted an online review, following one negative delivery experience.

“Our new research reveals how consumers really feel about their delivery experiences and its importance when it comes to retaining customers and increasing their loyalty,” said Duncan Licence, vice president of global product, at Metapack. “It’s not just a case of consumers having disappointing delivery experiences first-hand, but also the consequential impact of hearing about delivery experience second-hand, that will be worrying retailers.

“Over the past few years, consumer expectations on delivery have changed to focus more on convenience, choice, and tracking, and retailers need to ensure they’re able to satisfy these needs, or risk losing customers.”

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