It is an unrealistic consumer expectation, not poor performance from parcel carriers, that has led to a report suggesting a third of peak-time parcels are delivered at the wrong time, according to a market expert. The report by Which?, published today, says that of 2,000 consumers surveyed, only a third received their parcels when they expected them. But Frank Proud, director at market analyst Apex Insight, told MT that “it simply isn’t the case that large proportions of deliveries are […]
Parcelforce Worldwide is to begin making deliveries for online retailers on Sundays next month as parent company Royal Mail Group plans to make its services more accessible to consumers.
Social media looks set to play a more prominent role in customer service responses to online shoppers, according to research by home delivery firm Hermes. The parcels firm conducted a survey amongst its key retail clients, and found that while telephone and email were still the preferred routes to customer service, new communication channels are expected to drive improvements in the future. In particular, two-in-five respondents believe web chat will become more important, with 21% opting for Twitter and 15% […]
The status of couriers across the industry could be affected by last week’s tribunal ruling against CitySprint, according to a lawyer involved in the case.