Home Delivery & Fulfilment

Home Delivery & Fulfilment

£1 in every £7 we spend on retail is on items that are delivered to our homes - an amount greater than the combined UK sales of Tesco and M&S. The home delivery market has been transformed from the days when it catered largely for catalogue shopping cash conscious housewives. Many of these customers have migrated to value-led bricks-and-mortar retailers or chosen to spend more of their money on the now comprehensive non-food ranges offered by Asda and Tesco. In their place, online shoppers, including some ex-catalogue shoppers are fast becoming the core customers for home delivery retailers.

Table of Contents
KEY FINDINGS................................................................................................................ 1
MAIN CONCLUSIONS .................................................................................................... 2
MARKET ANALYSIS ...................................................................................................... 4
INTRODUCTION................................................................................................................... 4
EXPENDITURE GROWTH ...................................................................................................... 8
MARKET COMPONENTS ..................................................................................................... 13
PRODUCT CATEGORIES..................................................................................................... 14
CONSUMER RESEARCH SUMMARY......................................................................... 15
KEY FINDINGS .................................................................................................................. 15
INTRODUCTION.................................................................................................................. 16
CUSTOMER CHARACTERISTICS .......................................................................................... 17
PRODUCT CATEGORIES..................................................................................................... 21
ORDERING FREQUENCY .................................................................................................... 23
ORDERING MEDIA ............................................................................................................. 25
RETAILERS USED.............................................................................................................. 28
MOTIVATIONS ................................................................................................................... 31
NON-USAGE ..................................................................................................................... 37
ALTERNATIVE DELIVERY PREFERENCES ............................................................................. 40
CONSUMER RESEARCH ANALYSIS..........................................................................41
BOOKS, MUSIC & VIDEO ....................................................................................................41
CLOTHING & FOOTWEAR....................................................................................................47
DIY.................................................................................................................................53
ELECTRICALS ....................................................................................................................59
FOOD & GROCERY ............................................................................................................65
FURNITURE & FLOORCOVERINGS........................................................................................71
GIFTS ...............................................................................................................................77
HEALTH & BEAUTY ............................................................................................................83
HOMEWARES.....................................................................................................................89
HOME DELIVERY & FULFILMENT OPERATIONS.....................................................95
PROCESS.........................................................................................................................95
SECTOR SUMMARY............................................................................................................96
KEY ISSUES ......................................................................................................................97
OPERATORS SERVICES....................................................................................................101
E-FULFILMENT .................................................................................................................103
HOME SHOPPING CATALOGUES........................................................................................104
E-FULFILMENT HYBRIDS ...................................................................................................106
LOGISTICS SPECIALISTS...................................................................................................107
GENERAL PARCEL DELIVERY............................................................................................108
UNATTENDED DELIVERY SOLUTIONS.................................................................................110
GLOSSARY..................................................................................................................111