What Consumers Want vs What Retailers Offer

Insights from UK Delivery Benchmark 2026 - Issue 4

Shoppers expect more from delivery than ever before. Retailers, however, are not always keeping pace.

This infographic offers a visual snapshot of the gap between consumer delivery expectations and current retailer delivery propositions, highlighting why delivery has become a critical driver of conversion and customer experience.

It is based on findings from the UK Delivery Benchmark 2026 – Issue 4, combining shopper insight with real-world retailer benchmarking.  

View the infographic:

Want the full picture?

This infographic is just the starting point.

To explore the full benchmark findings, including detailed analysis, sector comparisons and practical recommendations, download the full UK Delivery Benchmark 2026 – Issue 4 ebook.

Want the full picture?

This infographic is just the starting point.

To explore the full benchmark findings, including detailed analysis, sector comparisons and practical recommendations, download the full UK Delivery Benchmark 2026 – Issue 4 ebook.

Complete the form to download the full ebook

What you’ll get in the full ebook

The full report expands on the benchmark findings and explores:

  • Consumer delivery expectations

  • Retailer delivery performance during Peak

  • The gap between demand and delivery reality

  • Practical delivery strategies to improve conversion and customer experience

How the benchmark was built

This research combines shopper insight with real-world delivery performance to create a consistent, like-for-like benchmark:

A nationally representative survey of 2,000 UK shoppers to understand delivery expectations

A mystery shop of 100 UK retailers during Peak 2025

Orders placed with mid-market retailers (£15m–£250m turnover) across key sectors

Consistent basket value and delivery postcode used to ensure comparability

Assessment across five delivery pillars: choice, speed, cost, reliability & communication, and sustainability

Over 3,000 data points analysed to build the benchmark

A mystery shop of 100 UK retailers during Peak 2025

Orders placed with mid-market retailers (£15m–£250m turnover) across key sectors

Consistent basket value and delivery postcode used to ensure comparability

Assessment across five delivery pillars: choice, speed, cost, reliability & communication, and sustainability

Over 3,000 data points analysed to build the benchmark

Understand where delivery is impacting your conversion and how to close the gap.

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