Those in the fulfilment industry are under more pressure than ever before to deliver, this infographic shows how customer expectations are increasing and how they can be met.

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Clothes
23%
THE CUSTOMER
EXPECTS MORE,
how fulfilment can deliver
Music and Film
16% Health and
beauty products
14%
Via mobile UK shoppers have bought:
IT IS ALL ABOUT CONVENIENCE
If you can buy things while you’re in bed, you’re
going to expect delivery and collection to be almost
as convenient.
Click and Collect is
expected to grow by
between 2016 and 2021.
64%
Source: eDelivery
would abandon a purchase if
a click-and-collect option was
not available.
17%
Source: Forbes
10%
of UK shoppers want
same-day delivery to
be on offer.
78% of them would be
willing to pay a
premium for it.
47% of UK retailers
currently offer it.
53%
RETURNS ARE IMPORTANT
of millennials use their mobile
to make purchases every day.
do it in front
of the TV,
33% while they’re in bed.
27%
AND WHERE ARE THESE MOBILE
PURCHASES BEING MADE?
The gap between available delivery options
and customer expectations is causing
SLEEPLESS NIGHTS.
of retailers fear it
will cost them
customer loyalty.
39% worry it will damage
their brand image.
36% are concerned about
negative comments
on social media.
21%
Source: Retail Times
See how your fulfilment business
can turn challenges like these into
opportunities, download
Present and Future of
Fulfilment in the UK:
Challenges, Solutions and
Future Proofing: Part Two
Visit: bit.ly/The-future-of-fulfilment
sanderson.com
Fulfilment in the UK: Challenges, Solutions and Future Proofing: Part Two
Present and Future of
Fulfilment in the UK:
Challenges, Solutions and Future
Proofing: Part Two
sanderson.com
Fulfilment in the UK: Challenges, Solutions and Future Proofing: Part Two
Present and Future ofFulfilment in the UK:Challenges, Solutions and FutureProofing: Part Two
17% would abandon
a purchase if a click-
and-collect option
was not available.
Click and Collect is
expected to grow by
64% between 2016
and 2021.
57% of shoppers say
easy returns make
them more likely to
shop online.
TAKEAWAYS
In fact
of shoppers regard a good
returns service important
when deciding who they’ll
shop with.
74%
Source: IMRG
But only
say they are satisfied with the
returns service they receive.
61%
Source: IMRG
Remember
of shoppers say easy returns
make them more likely to
shop online.
57%
Source: Internet Retailing
THE REPUTATION GAP
IT IS ALL ABOUT MOBILE
Ecommerce is
BOOMING
And the boom shows no sign of slowing down.
Shoppers spent
That’s 12.2% more than 2015.
online during
Black Friday in 2016
1.23bn
Source: IMRG
parcels were handled in
November & December 2016.
390 million
Source: eDelivery
THE ECOMMERCE BOOM
and