E-Commerce & Delivery
Two thirds of UK consumers have experienced delivery issues when shopping online
Two thirds of UK consumers have experienced a delivery issue when shopping online, according to new research from Collect+, with delays, missed deliveries and lost parcels among the most common problems reported.
The findings come at a time when delivery performance has never been more commercially critical for retailers.
What does the Collect+ research show about UK delivery expectations?
The research reveals that 87% of UK consumers say having a choice of delivery or collection options at checkout is important to them when shopping online. At the same time, 67% have personally experienced a delivery issue, including delays, missed deliveries or lost parcels.
The scale of online shopping in the UK makes these figures significant. The survey found that 84% of UK consumers now shop online for physical goods at least once a month, with one in five doing so every week.
What do UK consumers prioritise when choosing a delivery option?
The research challenges the assumption that speed is always the dominant factor in delivery choice.
When asked what matters most, one third of consumers (33%) said flexible delivery or collection options — the same proportion as those who prioritise the fastest delivery available. A further quarter said speed and flexibility matter equally to them.
This suggests that retailers focused solely on competing on speed risk leaving a significant portion of customers underserved.
Why is delivery resilience becoming a priority for UK retailers?
Retailers are navigating a difficult trading environment, with rising operating costs — including increases to National Insurance contributions and the minimum wage — compressing margins at the same time as consumer expectations are rising.
Delivery failures carry a direct commercial cost. A missed or delayed parcel does not just create a customer service issue — it risks losing the customer entirely, particularly in a market where alternatives are readily available.
“Retailers are under pressure from every direction, with rising operational costs on one side and improving customer expectations on the other. Delivery choice is no longer a nice-to-have. It is a core part of the customer experience.”
What is a carrier-agnostic delivery network and why does it matter for retailers?
A carrier-agnostic delivery network allows retailers to offer multiple carrier options rather than relying on a single provider. This reduces operational dependency and helps maintain service levels when individual carriers experience disruption, capacity issues or performance problems.
Collect+ operates across a network of more than 14,000 local retailers across the UK, providing a carrier-agnostic platform that allows consumers to choose the carrier, service or collection location that best fits their needs.
“Consumers want flexibility, reliability and control. Our multi-carrier approach gives retailers more resilience in their delivery operations, reducing dependency on any single provider and helping them maintain service levels even when the market is under pressure.”
What should retailers do to improve delivery resilience?
Based on the Collect+ research findings, retailers looking to strengthen their delivery proposition should consider:
- Offering multiple carrier options rather than relying on a single provider
- Providing flexible collection options including local pickup points alongside home delivery
- Treating delivery choice as a core part of the customer experience rather than a logistics afterthought
- Reducing single-carrier dependency to maintain service levels during periods of disruption
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