Two in three Brits hit by lost, late or no show parcel deliveries when shopping online

New research from Collect+ has revealed that delivery choice is now an overwhelming consideration for Brits, with 87% saying it is important to have a choice of delivery or collection options at checkout when shopping online.

The findings come as retailers continue to navigate a challenging economic environment, shaped by rising operating costs, including increases to National Insurance and minimum wage, alongside sustained demand for online shopping. The survey found that 84% of UK consumers now shop online for physical goods at least once a month, increasing the pressure on retailers to provide reliable, flexible delivery services. A fifth of Brits (21%) said they shop online about once a week.

Delivery performance is also firmly in focus, with 67% of consumers saying they have experienced a delivery issue, such as a delay, missed delivery or lost parcel, when shopping online. This is making delivery resilience a growing priority for retailers, particularly as trade and business audiences pay closer attention to the risks of relying too heavily on a single carrier.

When choosing a delivery option, one third (33%) of consumers said having flexible delivery or collection options matters most, the same proportion as those who prioritise the fastest delivery available (33%). A further quarter (25%) said speed and flexibility matter equally, underlining the need for retailers to offer a broader range of delivery choices rather than competing on speed alone.

With a growing network of over 14,000 local retailers, Collect+ provides a carrier agnostic platform that offers a wide range of delivery and collection options, while allowing consumers to choose the carrier, service or location that best fits their needs.

Sam Holden, director of parcels and e-commerce at PayPoint, commented: ‘Retailers are under pressure from every direction, with rising operational costs on one side and improving customer expectations on the other. Our research shows that delivery choice is no longer a nice to have. It is a core part of the customer experience.

‘What is clear is that consumers want flexibility, reliability and control. Our multi-carrier approach gives retailers more resilience in their delivery operations, reducing dependency on any single provider and helping them maintain service levels even when the market is under pressure.’