With annual shopping spike dates of Black Friday, Cyber Monday and Christmas fast approaching, new research shows that consumers are looking for convenience as well as visibility and control over their parcel delivery

Our survey looked to understand what influences consumers. Time-wise, do consumers really want an order to arrive the same day? It is true to say that our delivery expectations are set by the type of product that we buy and what that product is intended for. However, do we now have an automatic expectation that we will get a parcel the same or next day, or in some cases, within hours?

We asked consumers to tell us what factors of the delivery experience drive them back to a retailer, how different types of purchases drive behaviour and in particular, what kinds of purchases require a fast delivery. We also delved into their delivery experiences, with a view to understanding what factors create a positive delivery experience and what consumers would do if those factors were not available to them.