Four-fifths of European online customers willing to exceed minimum order thresholds for free delivery, according to JDA/Centiro Customer Pulse Report Europe 2016. Although they are open to spending more, they are highly intolerant when it comes to poor service by the retailers. As many as 63%of respondents said that they would switch to an alternate retailer if they had less than satisfactory experience with the delivery process.
As per the report, “one in two European shoppers experienced a problem with an online order in the last 12 months. As problems with home deliveries continue, click & collect is gaining increasing popularity among European online shoppers. Almost half of those surveyed (49%) stated they had used this service over the past 12 months, growing by 17% since 2014. The French (59%) and the UK markets (54%) saw the highest rate of adoption of click & collect services over the last year.”