Prolog's e-Fulfilment Survey - Do sending order and despatch confirmations include the right detail for customers?
Posted on:2012-04-04 13:28:31
Prolog, Britain’s largest privately owned communications and logistics outsourcing services company, with sites in Sudbury, Annesley and Haydock has carried out and now published a survey on how 31 individual e-retailers communicated to their customers during the order and despatch process of goods.
It was clear from the results that email is the medium of choice for the vast majority of e-retailers when sending out their order and despatch confirmations. However, information was often lacking - 30% of emails did not advise the expected delivery timescale for the product which is important to all online shoppers
However, proactive customer service was even more lacking, 60% of communications did not allow self-serve order tracking and 80% did not contain a customer service contact to aid the customer.
Ian Dignum, Prolog's Commercial Director, commented:
"With online shopping being more popular than ever, this survey has found that there are positive lessons to be learned for all those who manage online sales within the UK. They need to provide the right detail and communication channels to ensure that the customer experience is positive. With so many companies trying to increase their market share, those that support their customers through all stages of the process will be the winners"
More details on the survey can be found on the Prolog website at www.prolog.co.uk/en/services/direct/e-fulfilment