Retailers must 'go the extra mile' to overcome inefficient and unprofitable delivery models
40 percent of customers currently order groceries online at least once a week: This number is expected to reach 55 percent by 2021.
- 40 percent of customers currently order groceries online at least once a week: This number is expected to reach 55 percent by 2021.
- Forty percent of customers classify delivery services as a "must have" when purchasing food and grocery products, with one in five (20 percent) prepared to switch retailers if this is not provided.
- Fast and effective last-mile delivery increases customer spend and loyalty: Encouragingly, 74 percent of satisfied customers intend to increase spend by as much as 12 percent with retailers they frequently purchase from.
- Therefore, the dilemma facing retailers is to provide last-mile delivery services that customers value, without damaging their own profitability.