Delivery times slots top online shopping list

July 22, 2011

Brits waste an average of five days a year waiting for delivery of products bought over the Internet, whilst nearly one in five will spend two weeks hoping for deliveries to arrive, according to a new report.

This could result in the average person wasting around 10 months of their life sitting at home waiting for their shopping.*A survey of more than 3,000 internet shoppers found that the number one annoyance was not having a defined delivery time slot (top with 90 per cent of respondents) - perhaps unsurprising given the amount of time they have to take off work just to take delivery.

We always listen to our customers - when you purchase a major appliance or large screen TV from us you receive a 90-minute delivery time slot at no extra cost

The survey – conducted by The Co-operative Electrical – also found that 60 per cent of online shoppers had to ask family or friends to wait in on their behalf, whilst half of all those surveyed objected to paying for home delivery.

Fuel savings and not being able to take the products home in a car topped the list of the main advantages of home delivery (52 per cent and 53 per cent respectively), followed closely by price (48 per cent).

The sale of electrical goods is one of the fastest growing sectors in online retailing, and has increased by 996 per cent since February 2002 to be worth over £4bn per annum.  Overall, more than £300bn has been spent online in the UK since 2000, whilst forecasts suggest that £69bn will be spent online in the UK in 2011 alone.**James Holland, Managing Director of The Co-operative E stores and Electrical buying group, said: “As online shopping continues to grow in popularity, customers will continue to choose by price and range, however excellent customer service is critical too: consumers just don’t have any spare time anymore.

“We always listen to our customers - when you purchase a major appliance or large screen TV from us you receive a 90-minute delivery time slot at no extra cost, which means an end to wasted days waiting for goods to arrive.

“In addition, the latest figures from the CBI show that 30.4 million working days were lost last year to 'sickies' ***, and we know anecdotally that many of these so-called illnesses are in fact home shoppers waiting for deliveries.  The introduction of a designated, free time slot could help to reduce these absences dramatically.”

* Based on a life expectancy of 78, and online shopping from 18 - 78

** Interactive Media in Retail Group (IMRG) – May 2011

*** CBI/Pfizer Survey - May 2011

Contact Details:

Craig Brownsell
Senior Public Relations Officer
The Co-operative Group
Tel: 0161 827 5774
E-mail: craig.brownsell@co-operative.coop