Now in its fourth year, the UK’s leading delivery benchmark report, produced with independent research analysts Retail Economics, combines shopper insight with real-world mystery shopping to reveal how delivery is still costing retailers….
£36bn in lost sales.
Retailers have spent years optimising acquisition, pricing and checkout.
But delivery, the final step, is still where sales are lost.
For years now, we’ve been calling out the growing gap between what customers expect and what retailers deliver.
This year, we tested it.
And the results are clear:
The dial hasn’t moved. In fact, the gap has widened.
Delivery is still being treated as an operational function; not a customer experience or commercial strategy.
And retailers are still paying the price.
What’s inside the UK Delivery Benchmark Report 2026?
What’s inside the Basket Abandonment Report 2026?
Mystery Shop: Testing The Real Customer Experience
This year, we introduced a covert mystery shopping exercise to go beyond perception and measure reality.
We replicated a genuine customer journey:
