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Importance of delivering on time highlighted for ecommerce companies
Jan 8 2012, 17:32 PM
Reports before Christmas highlighted that many of Australians had abandoned the high street in favour of online shopping, but the surge left many people without gifts as stores were unable to make deliveries on time.
Speaking to Adelaide Now, a spokesperson for Australia Post Mel Ward said that the company had seen the number of parcels growing by 13 per cent year on year in December and extra staff were laid on to help get them delivered.
However, this did not stop a number of people heading to online review sites to vent their anger about undelivered gifts, suggesting there may be a backlash against online shopping.
“This is only the second year that online shopping has taken off and there are a lot of new customers who haven’t shopped online before and get worried when their purchases don’t arrive on time,” said Ms Ward.
“We really recommend that online shoppers get in early to avoid disappointment which can arise from a number of factors."
If ecommerce retailers want to ensure they keep their customers happy they can send direct mail and email messages to them letting them know the status of their order and warning them if it may not arrive in time for Christmas.
Customers are a lot less likely to be angry if they have been kept informed and given a chance to make an alternative purchase.
Posted by Neil Hill
Experian QAS are the experts in solutions for retail organisations
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