Retailers are urged to ensure customer service excellence even in testing peak times.
A new survey has revealed that online retailers are still not offering satisfying services for UK consumers, with 47% of adults having experienced problems with orders in the past 12 months.
However, choice of delivery options and online returns are more important for British shoppers while they are becoming less tolerant of service issues.
Of the shoppers who had experienced problems, 46% reported late deliveries and 40% said they had received a missed delivery card despite being at home.
63% of people said the ease of being able to return items is now a factor when selecting an online retailer, while 55% who have bought clothes online return at least one item a year.
49% of respondents who have made an online purchase in the past one year used click & collect services, but about half of these consumers found issues that potentially damaged their customer experience.
Bad experiences is expected to have an impact as 56% of respondents who experienced problems at peak times like Black Friday and Christmas said they would be unlikely to shop with the same retailer this year.
The study of 2,093 UK adults was commissioned by JDA Software and Centiro.
JDA retail strategy director Jason Shorrock said: "As online retail continues to grow, so too have consumers’ expectations. What they want is an ‘anywhere, anytime’ fulfilment service that is convenient and reliable.
"It is clear that consumers will vote with their feet if their expectations aren’t met. This underlines the need for retailers to ensure customer service excellence is maintained all year round, even during testing peak times."