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Summary
Leading into the coronavirus outbreak, customer expectation around delivery seemed to be hardening.
According to our annual delivery survey – the IMRG Consumer Delivery Review – a preference for home delivery was growing and people seemed to expect fast, free and the utmost convenience as standard when receiving their online orders.
The outbreak caused wide-ranging disruption to the way that businesses operate and, perhaps temporarily, shifts in customer expectation.
As the lockdown eases and some of the restrictions lift, will things just return to normal or will there be longer-term ramifications on customer expectation emerging from this period?
This short paper addresses three key areas of delivery experience and raises things to consider around whether things will revert to how they were before, or be changed over the longer-term by the outbreak.
