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Retail report: UK consumers prioritise convenient deliveries

Fri, 14th Feb 2025

The Metapack Ecommerce Delivery Benchmark Report details the key trends influencing the retail industry in 2025, highlighting significant changes influenced by technological advancements and evolving consumer shopping behaviours.

In 2000, online retail was just 1% of the UK retail market, but that number has grown significantly as the sector matures. The report notes that 60.1% of UK consumers will switch brands for more convenient delivery options, while 56.4% would consider alternatives if disappointed. Albert Ko, Chief Executive Officer of Auctane, Metapack's parent company, commented, "As the ecommerce industry matures, it's clear that retailers must adapt their strategies to stay competitive. The businesses that succeed will be those that capitalise on evolving digital ecosystems, prioritising speed, convenience, and personalised experiences. In an environment where consumer expectations are higher than ever, the key to growth lies in innovation, agility, and a customer-centric approach."

The increasing importance of online marketplaces is highlighted, with large platforms like Amazon drawing in 74.6% of British consumers. The attraction to secondhand marketplaces is also noteworthy, with 34.9% of Brits shopping in these spaces and 46.8% planning to increase this activity. In Europe, Spanish consumers exhibit a strong inclination to engage more with both large and secondhand marketplaces.

Social commerce is shaping brand engagement, transforming platforms such as TikTok and Instagram into significant retail influencers. According to the report, 66.4% of Brits value a strong social media presence from brands, and 25.8% are already shopping through these channels. This trend is set to rise, with 76.4% planning more purchases via social media within the year.

The evolving expectations of consumers are driven by demands for relevance, speed, and seamless delivery experiences. There is rising concern among British consumers regarding delivery and return costs (59.5%) and dissatisfaction with existing delivery timeframes (49.5%). The study finds that 60% of Brits acknowledge an increase in their online shopping expectations. Furthermore, over half of the consumers (50.6%) are informed by value-driven choices, opting for brands that demonstrate eco-friendly practices or support local businesses or secondhand options.

This report pulls insights from consumer surveys conducted in November 2024, encompassing 8,000 globally representative respondents from the UK, USA, Canada, Australia, Germany, France, Italy, and Spain. It also includes a B2B survey with input from 400 senior decision-makers at ecommerce businesses with annual turnovers of USD $12.5 million or above. The study combines proprietary Retail Economics data with official national statistics to forecast market trends and projections.

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