Lack of live order tracking could be costing retailers lost conversions and customer loyalty, the latest research from Sorted, the delivery experience company, warns.
Original research of 2,000 UK shoppers in Sorted’s latest Delivery Battleground Report, released to mark the launch of its new intelligent learning, predictive delivery solution, REACT, reveals that 80% of UK consumers want a ‘live’ view of the status of their order at each stage of the delivery process.
Over a third (35%) also said live tracking updates would improve the customer experience during shipping, while over a fifth (21%) conceded not having regular updates on the progress of their deliveries would make them shop elsewhere.
However, a survey of 50 retail leaders also polled as part of the Delivery Battleground Report, showed that 20% of retailers were still yet to offer real-time tracking capabilities.
David Grimes, Founder and CEO at Sorted, commented: “As customer demands around immediacy of fulfilment evolve at pace, real-time reassurance around the status of online orders is a key consideration for shoppers. They want to be assured not only that a retailer can deliver their order quickly, but they keep their fulfilment promises at each stage of the delivery.”
“Live order tracking is now a core capability for driving value in the delivery experience and, if retailers can’t offer this service, they may find their conversions and customer loyalty are negatively impacted,” he added.
About the research
Original research of 2,000 UK adults, polled by OnePoll. Survey of 50 retail leaders conducted by Retail Week Connect, which sought the opinions of retailer leaders, including chief executives, financial directors, chief information officers and marketing directors, across all sectors