UK Home Delivery & Order Fulfilment 2008

Published by: Verdict Research Ltd

Published: Sep. 12, 2008 - 215 Pages

Table of Contents

CHAPTER 1 EXECUTIVE SUMMARY

Key Findings

Main Conclusions

CHAPTER 2 MARKET ANALYSIS

Introduction

Expenditure Growth

Home Delivery Market by Channel

Home Delivery Market by Sector

CHAPTER 3 CONSUMER RESEARCH SUMMARY

Key Findings

Introduction

Customer Characteristics

Newspaper Preferences

Delivery Frequency

Retailers Used

Motivations

Ordering Media

Satisfaction

Barriers to More Frequent Usage

Attitudes to Home Delivery Charges

Alternative Delivery Preferences

CHAPTER 4 SECTOR RESEARCH ANALYSIS

Books

Clothing & Footwear

DIY & Gardening

Electricals

Food & Grocery

Furniture & Floorcoverings

Gifts

Health & Beauty

Homewares

Music & Video

CHAPTER 5 HOME DELIVERY & FULFILMENT OPERATORS

Process

Sector Summary

Key Issues

Issues for Retailers

Solutions/Responses

Operator Services

e-Fulfilment Specialists

iForce

Metapack

Home Delivery Specialists

Home Delivery Network

Parcelnet

Home Shopping e-Fulfiment Hybrid

Zendor GSI Commerce

Logistics Specialists

Christian Salvesen

DHL Exel Supply Chain

Unipart Logistics

General Parcel Delivery

Amtrak

Business Post Group

DPD (Geopost)

Royal Mail/Parcelforce

LYNX Express

TNT Express

Unattended Delivery Solutions

CHAPTER 6 GLOSSARY

Abbreviations

LIST OF TABLES

Table 1: Total consumer expenditure on goods sent by home delivery 1998-2008

Table 2: Home delivery channels 1998-2008

Table 3: Home delivery market spending by sector 2003-2008e

Table 4: Year-on-growth rates by sector 2003-08

Table 5: Home delivery shares of sector spending 2003-08

Table 6: Home delivery shopper base and penetration by sector 2007

Table 7: Regular daily newspapers read by home delivery customers 2007

Table 8: Regular Sunday newspapers read by home delivery customers 2007

Table 9: Reasons for choosing order method 2007

Table 10: Popularity of ordering methods for home/work delivery by sector 2007

Table 11: Satisfaction with elements of delivery process 2007 on 2006

Table 12: Satisfaction by ordering method 2007

Table 13: Which of these reasons would make you more likely to use home delivery services? 2007

Table 14: Which of these reasons would make you more likely to use home delivery services? 2007 (Cont’d)

Table 15: Books - regional profile of home delivery shoppers 2007

Table 16: Clothing & footwear - regional profile of home delivery shoppers 2007

Table 17: DIY & gardening - regional profile of home delivery shoppers 2007

Table 18: Electricals - regional profile of home delivery shoppers 2007

Table 19: Food & grocery - regional profile of home delivery shoppers 2007

Table 20: Furniture & floorcoverings - regional profile of home delivery shoppers 2007

Table 21: Gifts - regional profile of home delivery shoppers 2007

Table 22: Health & beauty - regional profile of home delivery shoppers 2007

Table 23: Homewares - regional profile of home delivery shoppers 2007

Table 24: Music & video - regional profile of home delivery shoppers 2007

Table 25: Summary of purchase motivator, method and main user by sector 2007

Table 26: Issues, solutions and implications for retailers operating in the home delivery market 2008

Table 27: Fulfilment operator service proposition summary 2008

Table 28: iForce company overview 2008

Table 29: Metapack company overview 2008

Table 30: Home Delivery Network company overview 2008

Table 31: Parcelnet company overview 2008

Table 32: Zendor GSI Commerce company overview 2008

Table 33: Christian Salvesen company overview 2008

Table 34: DHL Exel Supply Chain company overview 2008

Table 35: Unipart Logistics company overview 2008

Table 36: Amtrak company overview 2007

Table 37: Business Post Group company overview 2008

Table 38: DPD (Geopost) company overview 2008

Table 39: Royal Mail/Parcelforce company overview 2008

Table 40: LYNX Express company overview 2008

Table 41: TNT Express company overview 2008

Table 42: Unattended delivery solutions 2008

LIST OF FIGURES

Figure 1: Home delivery report structure 2008

Figure 2: Home delivery purchase process 2008

Figure 3: Home delivery process 2008

Figure 4: Home delivery market growth 2003-2008e

Figure 5: Home delivery channels sales breakdown % 1998-2008

Figure 6: Home delivery market growth by channel 2008e on 2007

Figure 7: Reconciliation of mail order, e-retail, TV shopping and home delivery markets 2007

Figure 8: Sector shares of home delivery market 2003 and 2008

Figure 9: Percentage of each demographic group using home delivery in the past 12 months 2004-2007

Figure 10: Demographic profile of home delivery customer 2007

Figure 11: Home delivery household penetration % by working status and income group 2007

Figure 12: Home delivery household penetration % by ACORN group 2006

Figure 13: Users of home delivery - penetration by size of household 2005-2007

Figure 14: Users of home delivery - penetration by type of household 2005-2007

Figure 15: Percentage of daily newspaper readers using home delivery 2007

Figure 16: Percentage of Sunday newspaper readers using home delivery 2007

Figure 17: Average number of home deliveries per year by sector 2005-2007

Figure 18: Frequency of home deliveries by sector 2007

Figure 19: Top 20 retailers used for home delivery - % of shoppers mentioning 2006 & 2007

Figure 20: Retailers used for home delivery - percentage point change 2007 on 2006

Figure 21: Top reasons for home delivery 2005-2007

Figure 22: Ranking by importance of motivation for delivery by sector 2007

Figure 23: Ordering media for home delivery 2004-2007

Figure 24: Level of consumer satisfaction/dissatisfaction across all delivery criteria 2004-2007

Figure 25: Attitudes towards pricing and delivery 2007

Figure 26: If delivery could not be made to your home, where would you like it to go? 2004-2007

Figure 27: Books - home delivery shopper base 2005-2007

Figure 28: Books - socio-demographic profile of home delivery customer base 2007

Figure 29: Books - home delivery household penetration % by working status and income group 2007

Figure 30: Books - home delivery household penetration % by ACORN group 2007

Figure 31: Books - home delivery household profile % by lifestage 2007

Figure 32: Books - ordering media used for home delivery 2007

Figure 33: Books - leading reasons for using home delivery 2007

Figure 34: Books - leading retailers used for home delivery 2007

Figure 35: Clothing & footwear - home delivery shopper base 2004-2007

Figure 36: Clothing & footwear - socio-demographic profile of home delivery customer base 2007

Figure 37: Clothing & footwear - home delivery household penetration % by working status and income group 2007

Figure 38: Clothing & footwear - home delivery household penetration % by ACORN group 2007

Figure 39: Clothing & footwear - home delivery household profile % by lifestage 2007

Figure 40: Clothing & footwear - ordering media used for home delivery 2007

Figure 41: Clothing & footwear - leading reasons for using home delivery 2007

Figure 42: Clothing & footwear - leading retailers used for home delivery 2007

Figure 43: DIY & gardening- home delivery shopper base 2004-2007

Figure 44: DIY & gardening - socio-demographic profile of home delivery customer base 2007

Figure 45: DIY & gardening - home delivery household penetration % by working status and income group 2007

Figure 46: DIY & gardening - home delivery household penetration % by ACORN group 2007

Figure 47: DIY & gardening - home delivery household profile % by lifestage 2007

Figure 48: DIY & gardening - ordering media used for home delivery 2007

Figure 49: DIY & gardening - leading reasons for using home delivery 2007

Figure 50: DIY & gardening - leading retailers used for home delivery 2007

Figure 51: Electricals - home delivery shopper base 2004-2007

Figure 52: Electricals - socio-demographic profile of home delivery customer base 2007

Figure 53: Electricals - home delivery household penetration % by working status and income group 2007

Figure 54: Electricals - home delivery household penetration 2007

Figure 55: Electricals - home delivery household profile % by lifestage 2007

Figure 56: Electricals - ordering media used for home delivery 2007

Figure 57: Electricals - leading reasons for using home delivery 2007

Figure 58: Electricals - leading retailers used for home delivery 2007

Figure 59: Food & grocery - home delivery shopper base 2004-2007

Figure 60: Food & grocery - socio-demographic profile of home delivery customer base (% of shoppers) 2007

Figure 61: Food & grocery - home delivery household penetration % by working status and income group 2007

Figure 62: Food & grocery - home delivery household penetration % by ACORN group 2007

Figure 63: Food & grocery - home delivery household profile % by household lifestage 2007

Figure 64: Food & grocery - ordering media used for home delivery 2007

Figure 65: Food & grocery - leading reasons for using home delivery 2007

Figure 66: Food & grocery - leading retailers used for home delivery 2007

Figure 67: Furniture & floorcoverings - home delivery shopper base 2004-2007

Figure 68: Furniture & floorcoverings - socio-demographic profile of home delivery customer base (% of shoppers) 2007

Figure 69: Furniture & floorcoverings - home delivery household penetration % by working status and income group 2007

Figure 70: Furniture & floorcoverings - home delivery household penetration % by ACORN group 2007

Figure 71: Furniture & floorcoverings - home delivery household profile % by household lifestage 2007

Figure 72: Furniture & floorcoverings - ordering media used for home delivery 2007

Figure 73: Furniture & floorcoverings - leading reasons for using home delivery 2007

Figure 74: Furniture & floorcoverings - leading retailers used for home delivery 2007

Figure 75: Gifts - home delivery shopper base 2004-2007

Figure 76: Gifts - socio-demographic profile of home delivery customer base (% of shoppers) 2007

Figure 77: Gifts - home delivery household penetration % by working status and income group 2007

Figure 78: Gifts - home delivery household penetration % by ACORN group 2007

Figure 79: Gifts - home delivery household profile % by household lifestage 2007

Figure 80: Gifts - ordering media used for home delivery 2007

Figure 81: Gifts - leading reasons for using home delivery 2007

Figure 82: Gifts - leading retailers used for home delivery 2007

Figure 83: Health & beauty - home delivery shopper base 2004-2007

Figure 84: Health & beauty - socio-demographic profile of home delivery customer base (% of shoppers) 2007

Figure 85: Health & beauty - home delivery household penetration % by working status and income group 2007

Figure 86: Health & beauty - home delivery household penetration % by ACORN group 2007

Figure 87: Health & beauty - home delivery household profile % by lifestage 2007

Figure 88: Health & beauty - ordering media used for home delivery 2007

Figure 89: Health & beauty - leading reasons for using home delivery 2007

Figure 90: Health & beauty - leading retailers used for home delivery 2007

Figure 91: Homewares - home delivery shopper base 2004-2007

Figure 92: Homewares - socio-demographic profile of home delivery customer base 2007

Figure 93: Homewares - home delivery household penetration % by working status and income group 2007

Figure 94: Homewares - home delivery household penetration % by ACORN group 2007

Figure 95: Homewares - home delivery household profile % by household lifestage 2007

Figure 96: Homewares - ordering media used for home delivery 2007

Figure 97: Homewares - leading reasons for using home delivery 2007

Abstract

• Analysis of the UK home delivery market products ordered for direct delivery to consumers via phone, online, catalogues, TV or from stores.
• Detailed analysis of why shoppers use home delivery services, how satisfied they are with them and which service providers they use the most.
• Comprehensive sector analysis for: books, clothing, DIY, electricals, food & grocery, furniture, health & beauty, homewares and music & video.
• Overview and competitive assessment of leading logistics and fulfilment operators.

• We expect the the home delivery market to continue outperforming total retail, with sales growth forecast at 8.3% in 2008, compared to just 2.4% for total retail. Growth is being driven primarily by the continued surge in online shopping and also TV ordering, which has been buoyed by more people gaining access to digital TV.
• The number of shoppers using home delivery for clothing rose sharply in 2007 to 13.1m. Consumers were slow to adopt clothing & footwear at the beginning of the e-retail boom, but as websites have improved and customers have grown comfortable with online shopping, clothing has become a major online category.
• Both sexes have become more active in the home delivery market for the second year running, with females extending their lead. 60% of females now use home delivery, up from 54% in 2006, as women become more frequent users of the Internet.

• Understand the opportunities and threats in the home delivery market.
• Analyze the characteristics of home delivery shoppers to help make strategic decisions for the future.
• Identify ways of broadening your appeal to target shoppers beyond your existing customer base.

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