PANDEMIC LOGISTICS WEB VERSION: Click Here A quarter of shoppers
have been let down by an online order since Covid
A quarter of shoppers (24 per cent) have been let down by an online order since the Covid crisis, according to a new Brightpearl survey. It found that 34 per cent of consumers say that unreliable delivery has lessened their trust in online shopping since the start of the pandemic. Almost four out of ten buyers (38 per cent) say online deliveries are taking longer to arrive since social distancing restrictions were introduced in March.
T
he survey of 2,000 consumers from Brightpearl, which
provides digital operations solutions, showed a huge shift to online shopping since the start of the crisis which is likely to accelerate in 2021, especially with new lockdown restrictions in place. However, while increasing numbers of shoppers are switching to online, there is a ‘crisis of confidence’ in some consumers over the reliability of many retailers’ online deliveries.
The most unreliable region for online deliveries was the North East with 28 per cent of shoppers saying they had not received an order online since the crisis started, followed by Scotland (25.5 per cent), Yorkshire and the Humber (25.2 per cent), North West (24.8 per cent), South East (24.5 per cent), West Midlands (23.8 per cent) and London (23.8 per cent). The most reliable region for online orders was the East Midlands where only 20.1 per cent of shoppers missed a delivery.
The slowest online orders were in East Anglia, with 42.2 per cent of shoppers saying deliveries were taking longer since Covid, followed by Yorkshire and the Humber
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(41.9 per cent), West Midlands (40.9 per cent), North East (40.2 per cent) and the South East (39 per cent). The region with the quickest deliveries was Wales with just 32.3 per cent of shoppers saying deliveries were taking longer.
Brightpearl found that half of shoppers (49 per cent) had re-evaluated their spending since the crisis started, resulting in them becoming less materialistic. Pre-Covid. a third of shoppers (31 per cent) were regularly purchasing online and this figure has shot up to 48 per cent since the crisis started.
Some 43 per cent of consumers are now buying things online more than normal, with 65 per cent expected to increase online purchasing in 2021.
Despite the increases in online shopping habits, almost two-thirds of shoppers (63 per cent) say they will need to be ‘very careful’ with their money over the next year and 40 per cent have already cut down on ‘frivolous’ spending. One of the main shifts in spending habits since Covid has been the switch to more local retailers and a move away from chains. Nearly two- thirds of consumers (63 per
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