Retailers lost a combined total of £3.9 billion from delays in Christmas deliveries last year, according to new data.
The research from The Institute of Customer Service (ICS) indicates that 20 million British consumers encountered delivery problems last year during the Christmas shopping period – an increase of 13 per cent compared to 2015.
Of the 2000 people surveyed for the research, 38 per cent said their deliveries arrived later than expected, with 52 per cent of those saying the deliveries came up five days late.
The ICS said late deliveries are a “recurring problem” and have an adverse impact on customer retention.
“It is getting worse year on year,” ICS chief executive Jo Causon said.
“There are several components involved in getting the customer’s delivery delivered on time and it should be a priority of the delivery service and the retailer to ensure that this is done.
“Both businesses need to take responsibility, or face further financial losses next year.”
Click here to sign up to Retail Gazette’s free daily email newsletter
