The importance of offering online customers more delivery options

When it comes to delivery, today’s online shoppers are all about choice.

Unfortunately, there is too often a disconnect between what customers want and what retailers are providing. A survey by UK delivery platform Sorted found that 70% of consumers wanted more flexible delivery options, but only 4% of stores allow them to alter delivery requirements after an order is placed.

But multiple and more flexible delivery options benefit both retailers and customers.

Take Pargo’s Click & Collect model, for example. Because customers can collect their orders from a physical store offering the service, online retailers can skip having to go through a distribution centre, which brings additional costs. Distribution centres may also tag on extra fees for prolonged storage if inventory is slow to move.

It stands to reason that these savings are then passed on to the shopper.

From the consumer’s perspective, it offers incredible convenience because they can pick up an item when it suits them, rather than having to make sure they are home when a courier arrives. That’s if the courier even arrives at all, as this sometimes happens when they can’t find the right address. Many South Africans living in townships or rural areas experience this frequently.

Another big advantage of offering flexible delivery is that customers are inclined to do other shopping at the physical collection point since they are there anyway. With fuel costs being what they are, not having to make two or even three trips are highly prized, and of course store sales are boosted in the process.