Online shopping and parcel delivery
The quality of parcel delivery has become extremely important as more and more people shop online. In the UK, 3 in every 4 adults made an online purchase in 2016, receiving in total over 1 billion parcels. By 2018, the e-commerce market is expected to grow by about one third, to reach 1.3 billion parcels annually. Cross-border shopping is also gaining pace as (in particular) younger consumers search and order goods online from other countries.
This growth in e-commerce means it’s not surprising that consumers are more likely to experience problems with the delivery of their order than before. The near-collapse of the parcel delivery market around Christmas 2014 may have faded from public memory but it definitely spoilt that festive season for many customers when parcel companies seemed to lack enough vans and drivers to deliver all items on time.
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