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UK Consumers Expect Three-hour Delivery Window for e-commerce Purchases

  • Honeywell Survey Finds 4 of 10 Shoppers Willing to Pay for "Perfect Delivery": Where and When They Choose
LONDON, March 10, 2015: More and more UK consumers are shopping online and they increasingly expect retailers to provide more convenient delivery options to accommodate their busy schedules. In fact, the three-hour delivery window has now become a standard expectation among the majority of UK shoppers, according to new research* carried out by Ipsos Research on behalf of Honeywell (HON: NYSE).Almost all of the 800 adults surveyed (99%) expected a delivery to arrive within one week of ordering, but the majority of respondents (53%) now expect the estimated time of delivery to be precise within three hours or less, and 40% of consumers said they would be willing to pay extra for the "perfect delivery," in which they designate exactly where and when their parcel will be delivered."It is crucial for online retailers to keep up with the fast-paced lives of their customers, which is why mobile technology plays a vital role for e-commerce," said Peter Howes, vice president-general manager of Honeywell Scanning and Mobility for Europe, Middle East and Africa, which provides technology solutions to support accurate and reliable fixed-time delivery. "From the warehouse to delivery to post-sale satisfaction, both retailers and couriers have to work closely together to ensure a swift delivery and a positive shopping experience.""The state of e-commerce in the UK is on a hugely positive trajectory, but there is a clear indication that the modern day consumer is increasingly expectant of greater flexibility in product delivery," said Mike Leyland, CIO, Hermes Europe and UK. "Firms need to be able to keep up with the 24/7 convenience of the online model or risk losing business to those that do. This is why innovative technology is going to play an even bigger role in the future of e-commerce."The majority of customers (57%) declared that current delivery options offered by retailers are not satisfactory, and more than half of respondents (51%) say it is often the case that "the parcel delivery reaches their home address when they are not at home and/or misses the appointment time."For orders requiring collection of the product, consumers expect travel distance to be short. Only 1 in 10 said that they would be willing to journey five miles to pick up their item, whilst 4 in 10 (39%) will only go as far as their nearest shop for collection.The message for retailers is clear: Companies that are unwilling to adhere to the consumer's demands will face the consequences, with almost half (48%) of UK shoppers admitting that they have abandoned their online shopping baskets owing to poor delivery options.Because the vast majority (91%) of consumers check delivery options prior to check out, this shows a need for businesses to provide shoppers with convenient delivery options or risk being left behind as online shopping takes increasing precedence in the lives of consumers. *Survey Methodology: These findings reflect a poll conducted in the United Kingdom June 26-30, 2014, by global research company Ipsos on behalf of Honeywell. The survey was fielded using the Ipsos Online Panel system. A sample of 800 adults aged 16-64 in the United Kingdom completed the survey online. The sample was weighted to reflect the general population based on the latest available census data. The precision of Ipsos online polls are calculated using a credibility interval with a poll of 1,000 accurate to +/- 4.0 percentage points. About Honeywell:Honeywell ( www.honeywell.com) is a Fortune 100 diversified technology and manufacturing leader, serving customers worldwide with aerospace products and services; control technologies for buildings, homes, and industry; turbochargers; and performance materials. For more news and information on Honeywell, please visit www.honeywellnow.com.