HalfofUKretailbusinesseslosingcustomersduetopoordeliveryexperience

March 8th, 2024

Bex Young

2 minute read

57 percent of retail companies also committed to investing in more sustainable delivery options

alf of retail businesses in the UK are losing customers due to a poor delivery experience according to data from sustainable delivery company, Zedify.

The data, based on 250 respondents from retailers with a minimum revenue of £10.5 million in the UK, also reveals that 45 percent are finding it hard to meet delivery times, 44 percent are struggling with customer communication, while 39 percent are finding increased shipping costs a real problem.

Despite these challenges, the research also shows a renewed commitment to sustainability efforts. 57 percent of UK retail companies are committed to investing in more sustainable delivery options, 32 percent want to work with eco-friendly carriers, 30 percent are looking for more eco-friendly packaging, and 25 percent plan to reduce greenhouse gas emissions.

Rob King, CEO and co- founder of Zedify, comments: “The last mile is rife with inefficiency, high costs and environmentally unsound solutions and our research demonstrates just how much retailers are struggling with it, so much so they are losing customers as a result. This shows just how pivotal the delivery experience is for retailers when it comes to customer loyalty.

“But it’s also encouraging to see how many are looking to engage in more sustainable business practices with a focus on delivery. By investing in super low-carbon delivery options such as cargo bikes over vans, electric or otherwise, not only can retailers make massive carbon savings per delivery, they can ensure more accurate delivery times and a more pleasant doorstep experience, thereby improving the customer experience as a whole.”

Our new impact report clearly demonstrates why last mile logistics needs to be operating with zero emissions at the tailpipe, but at Zedify we’re going beyond that. Our research and data shows that cargo bikes have a significantly lower co2e per km compared to even the next best alternative, EVs.

But it’s not just about carbon. The use of cargo bikes for urban last mile logistics has a multifaceted impact on cities and people living in them. This year, the report also includes our first ever footprint data and this is enabling us to set a benchmark year, against which we can clearly set priorities for improving our own operations.

At Zedify, we recognise that our work on sustainability will never be ‘done’, neither will it be a perfect journey, but we’re committed to being far reaching and ambitious whilst also being transparent, honest and realistic about achieving our impact goals and doing the right thing

Ella Yarrow, Zedify’s Sustainability Manager
Choosing Zedify as our local courier has completely transformed our business. Not only is it great from a sustainability standpoint but the service and reliability has been second to none – we know that our boxes will be delivered securely and on time. Their flexibility, responsiveness and friendliness makes them an absolute joy to work with!

Kate Wyatt, Box Local
Working with Zedify has made our delivery service so much smoother and more efficient, and the same-day delivery option means we can get our products to our customers exactly when they need them. They are always happy to accommodate requests and their eco-friendly ethos is aligned with ours, making them the ideal courier for our business.

Francesca Schunemann, The Source Bulk Foods
Sustainability is a big topic in wine, and we’re always looking for ways to reduce our environmental impact.

We use sustainable packaging wherever possible, and it was a natural evolution to partner with Zedify Brighton. It means we can offer local customers a premium service, for convenience that doesn’t cost the earth.

Tina Rose, Brunswick Fine Wines
Choosing to deliver through Zedify was one of our first major steps towards our goal of carbon neutrality! We thought we would start local, making sure nearly every Bristol website customer can have their deliveries with zero emissions – can’t think of a company better suited than Zedify to help us get underway

James Wogan, Wogan Coffee
Zedify Brighton is a fantastic delivery service, super friendly and helpful. It’s really important to us that our beans are delivered across Brighton and beyond using zero emissions.

Diana Palmer, Red Roaster
It’s great that we now have an ethical delivery company making our home deliveries- Zedify fits with our whole ethos and we’ve been delighted with the service quality they provide

Eddie Perez, Pickmans
It’s brilliant that our second hand school uniforms can be donated and delivered to families using zero emissions- helping to bring about a truly circular economy.

The SU Team, Smarter Uniforms
We love using Zedify for our local deliveries. Not only can we ship things out the same day but they help to keep the air in Brighton clean and reduce emissions!

Martain, Barcombe Nurseries
Getting fresh, local produce out to our customers using cargo bikes means our deliveries are speedy and better for Bristol’s air

Joel Roder, Source Foods

The research also shows:

72 percent of retail businesses have sustainability targets in place for deliveries, while 46 percent plan to use cargo bike delivery
57 percent worry they will be accused of greenwashing if they promote their green deliveries

King concludes: “Being sustainable is not just good for the planet, it is good for customer retention and happiness, which translates to growth.”

Read the full report here: https://www.zedify.co.uk/download-the-impact-of-parcel-deliveries-on-uk-retail-success/