Issue #3

Your VIP Pass to the Season’s Pulse in eCommerce Delivery

• Last week (Week 48) presented a tale of two halves. Cyber Monday and the subsequent two days witnessed robust volumes, but towards the week’s end, volumes did recede slightly in line with expectations.
• The spotlight now shifts to the next phase of Peak. Despite surpassing the record volume days of Black Friday and Cyber Monday, there’s a distinct anticipation that heightened volumes will persist for the remaining three weeks. Early December pay packets are projected to trigger a late surge in orders and parcel volumes.

• Fashion retailers continue to show strength with robust volumes, reporting record volumes over the Cyber weekend.
• While there’s an overall uplift in volumes across all sectors in the last week, the Gifting sector is yet to fully kick in with Peak volume. Evidence suggests a gradual increase towards the end of Week 48 and throughout the weekend.

• Carriers note that their total volumes are slightly lower compared to forecasts for Week 48, contributing to enhanced service performance and a positive delivery experience for consumers.
• Carriers have exhibited effective control and management of parcel volumes with:
  • Incident-free sortation processes at Hubs and Depots.
  • The recruitment of additional delivery drivers, resulting in a robust final-mile delivery experience.
• Notably, one carrier partner delivered over 1.4 million parcels over the weekend, prioritising early delivery for a stronger position in Week 49.
• The service performance has been challenged over the weekend through heavy snowfall in parts of the North and Scotland. This has had an understandable impact on delivery performance as some roads were impassable.
• Overall, the first 2 weeks mark the strongest start to Peak in many years.

This week we focus on Peak delivery expectations

• Shoppers’ delivery expectations are higher than normal over Peak season – they demand speedy and punctual parcel journeys with regular updates, delivered to their location of choice, with the reassurance of hassle-free return options.
• Prompt and reliable delivery is a must. Over half (56%) of shoppers expect to receive their online orders within two days during Peak (Fig. 3), with a similar proportion (55%) willing to pay up to £7 extra for super-fast delivery, ensuring orders are received in time for the ‘big day’.
• However, less than a third (31%) of online merchants surveyed currently offer delivery of two days or less, as standard, at this time of year.
• Unsurprisingly, the biggest concern for UK consumers when it comes to delivery at Peak season is late deliveries, with 46% of consumers highlighting this.

In the bustling world of eCommerce, the Christmas season, often termed “Peak,” presents unique opportunities and challenges for brands. Here’s how to maximise customer experience:

• Personalised Engagement: Utilise customer data to personalise the shopping experience. Tailored product recommendations based on browsing history or previous purchases can significantly enhance the customer journey.
• Streamlined Navigation: Ensure your website or app is easy to navigate during the high traffic of Peak. Simplified search functions and clear categorisation can prevent customer frustration and basket abandonment.
• Reliable Customer Support: Offer robust customer support, including live chat options and comprehensive FAQs. Quick and efficient problem resolution can foster customer loyalty and positive word-of-mouth.