The Importance of Good Delivery Management in 2017

February 2017

The Importance of Good Delivery Management in 2017


For online retailers, having an excellent delivery service is essential to customer retention. The MetaPack 2016 State of Ecommerce Delivery Consumer research report found that 43% of consumers wouldn't return to an online retailer within a month after a negative delivery experience, whilst 38% would never return again.

With UK shoppers spending £130 billion online in 2016, and set to grow a further 14% in 2017, the landscape for online retailers is fiercely competitive. Good delivery management takes on an even higher importance for many companies, especially for online retailers where there is no face-to-face relationship. There are a number of ways your business can improve their customer experience. 

Improve Standards and Reputation
Nurturing your customer base is crucial to success. Upholding high standards is essential to maintaining customer loyalty, which in turn will improve your company’s reputation and engage new customers.
Around two-thirds of consumers consider poor delivery standards to be the worst thing that can go wrong with online shopping. Most customers use e-commerce services for ease, but if deliveries are late or inaccurate it may prevent them returning to buy more, damaging trust and impacting on reputation.

Reduce Time and Effort
Having a good delivery management process in place will also increase your company’s efficiency and reduce the amount of time and effort spent dealing with deliveries. Set aside certain tasks to individuals and ensure everyone knows how their role impacts the overall process to make sure it runs as smoothly as possible.
Work with an established delivery management company to take control of the delivery process and ensure they arrive to your customers on time. This will help free up more time for your team to work on other aspects of the business.

How to Achieve Strong Delivery Management
There are a few key things any business can do to improve their delivery management in 2017.

Invest in Distribution Infrastructure   
In order to create an efficient delivery management process, especially over busy periods, investing in distribution centre infrastructure is vital. This could be in people, technology, premises and more, to ensure your products are easily accounted for and delivered on time. This can make it easier and more flexible when it comes to delivering packets and parcels and meeting customer demand.  

Plan in Advance
Get a good delivery management process in place early on and you will be able to tweak it to perfection and sort out any problems sooner rather than later. As soon as orders come in you should begin planning to get them out straightaway, to waste as little time as possible. Plan every stage in advance to be best prepared.    

Utilise Tracked Services
Tracked services are a good option when sending out deliveries to give you visibility of your goods along the delivery cycle and helps keep your customers updated on their orders. It can also show if there are ways to improve how you manage orders and refine your delivery management processes, helping to uphold your reputation and keep your customers coming back for more.

Share this article

Whether you’re new to Whistl, one of our customers or just want to ask some questions we’d love to chat!
01628 702 965
Or let us give you some ideas on how we can help you drive your business forward. Tell us a bit about yourself