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Retailers lose £3.9bn in delayed Christmas deliveries

Christmas delivery delays led to a potential loss of £3.9bn for retailers in 2016, new figures have revealed.

According to research commissioned by The Institute of Customer Service, a total of 20 million UK shoppers encountered problems last year during the festive period, up by 13% on 2015.

More than a third (38%) of customers received their Christmas deliveries later than expected, with more than half (52%) of these having been up to five days late.

Almost half (42%) of the 2,000 consumers surveyed by TLF Research in September 2017 said they spent more than £300 last Christmas with a retailer who failed to deliver on time.

Botched deliveries had an impact on customer retention as almost three quarters (71%) of respondents said they were less likely to shop again with retailers who fail to deliver on time.

Jo Causon, CEO of The Institute of Customer Service, said: “Late deliveries are a recurring problem, and it is getting worse year on year. There are several components involved in getting the customer’s delivery delivered on time and it should be a priority of the delivery service and the retailer to ensure that this is done.

“Both businesses need to take responsibility, or face further financial losses next year.”

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