Truck and Track Winter 21/22 www.truckandtrack.com 22 DESCARTES Between the pandemic and rampant driver shortage, the quality of delivery service has significantly degraded over the last 18 months. Whilemost retailers are challenged, complacency with the current situation is a recipe for disaster. Consumers are not so forgiving, and the results can be brand reputation that is severely damaged or worse, consumers buying elsewhere and telling others to do the same. Retailers and their delivery agents need to adopt strategies and technology to shore up their delivery performance to keep their consumers coming back for more or take market share from those that don’t. The damage of delivery failure and getting deliveries back on track : N arly 3 in 4 have had deliv y probl m in the last 3 months (72%) A delivery arriving later than expected was the most common experience (26%) Q16. Have you had any of the following experiences with a delivery in the last 3 months? Select all that apply 26% 21% 20% 19% 17% 15% 14% 13% 13% 12% 11% 8% 8% 1% 28% Arrived later than expected Delivery came at a different time than was expected Delivery time offered was longer than I was happy with Package was damaged Products out of stock when ordered Package was left in an in-secure location Delivery didn’t arrive at all Difficulties contacting customer services over a problem Delivery slots offered lacked flexibility Driver couldn’t find my location and didn’t make delivery as expected Delivery was incorrect Had to pay a hidden fee on delivery to take my purchase Neither the retailer nor the delivery company took responsibility for the delivery Other I've not had any negative experiences with a delivery in the last 3 months 72% had an issue in last 3 months 1 1 D yo Top 3 problem all time relate Figure 1: Delivery Experience. Source: Descartes & Sapio
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