According to a Bright Pearl survey, British fashion retailers are launching a variety of new online services in response to Covid-19.
The company surveyed 1,000 retailers and found that 44% were considering offering free delivery by 2021, while 34% plan to start free returns by the end of the year.
Fashion retailers are also competing to offer Click and Collect for online orders, with 25% aiming to announce new services within six months.
Bright Pearl CEO Derek O Carroll said:
Absorbing both shipping and return costs is not risk-free for retailers, especially those operating with fine margins in the current climate, but it is an effective way to expand your customer base. But there is also.
Fifty-six percent of the respondents surveyed plan to switch retail to online in the next 12 months. 39% say online sales were higher than they were before the crisis.
OCarroll says it’s commendable that so many brands are offering new services that benefit their customers. But one of the most harmful things they can do is to promise services that they don’t have the ability to provide.
According to a Bright Pearl survey, 61% of consumers have experienced problems buying from brands online within the last 12 months, and most of these problems are related to delivery and returns.
OCarroll added that there are too many online companies offering options that cannot be fully supported. Naturally, upset customers are disappointed by the fact that the product is not delivered in time, the product does not arrive at the place where it is scheduled to be delivered, and communication after purchase is poor.
Before considering introducing a new service to their customers, retailers need to make sure they have the right infrastructure in place to provide the best shopping experience at every stage of their purchase.
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