UK retailers could be missing out on more than £3bn due to delivery failures over the Christmas period, new research has shown.
The Institute of Customer Service said 16 million UK customers experienced delays with their deliveries over Christmas last year and 73% of them are avoiding the offending retailers this year as a result.
Shoppers spent an average of £250 with retailers who failed to deliver on time in 2015.
The average delay facing shoppers was 5.3 days. Online shoppers in Wales suffered the longest wait for their goods, at an average of 6.5 days, whilst average delays lasted 3.6 days for shoppers in the Republic of Ireland. London was just over average, with delays of 5.8 days.
Jo Causon, chief executive of The Institute of Customer Service said:
“UK retail businesses need to take these findings seriously, as failings arising from their own processes, or chosen logistics suppliers, could have serious implications for their own bottom line. Our research shows online shoppers are prepared to vote with their wallets, and take their custom elsewhere if deliveries – a crucial part of the retail customer service experience – are not up to scratch.”