IMRG UK Consumer Home Delivery Review 2018/19

Supported by GFS


Welcome to the IMRG UK Consumer Home Delivery Review – 2018/19, which is a landmark edition as the tenth in the series. We survey over 2,000 UK households to benchmark current levels of customer satisfaction and expectation in regard to online delivery. The review has become a vital tool to help retailers shape their delivery proposition and anticipate future needs.

Over the past ten years this ‘deep-dive’ review has established a unique place in the field of e-commerce consumer research, asking more than 50 questions consistently focussed about online fulfilment and delivery. It not only provides a snapshot of the current position but offers this in the context of the evolving landscape, with up to ten years trend data for most questions.

This report covers:

This report is supported by GFS and Maru/edr.

GFS is the trusted delivery partner behind some of the UK’s fastest growing ecommerce brands like Molton Brown, Dune, Superdrug and Mamas and Papas. Established in 2001, GFS is one of the largest global providers of multi-carrier, managed parcel services with GFS integrated technology solutions and proactive Customer Support as part of the service. 

By combining technology and human insight expertise, Maru/edr offer a suite of complimentary VoC and full-service research solutions getting brands closer to their customers through feedback, insight and action. Having benchmarked the digital retail landscape since 1999, Maru/edr have a strong digital retail legacy delivering award-winning customer experiences that set retailers apart.

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Download the Executive Summary

You can download the Executive Summary for this report here. For non IMRG members, you will need to complete this simple form to be able to download the file. 

IMRG members – login at the top right on this page and scroll past the executive summary to download the full report and annex at the bottom of the page.


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Permission Statement

We have partnered with GFS in researching and producing this report.

If you want additional insights and updates on products and services from our report partner which will be beneficial to you and related to the subject of this report, give your consent by clicking “Accept” below.

Please note that your accessing of this content is not conditional on your provision of consent.

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