{"id":28405,"date":"2021-09-15T13:50:47","date_gmt":"2021-09-15T13:50:47","guid":{"rendered":"https:\/\/www.customerservicemanager.com\/?p=28405"},"modified":"2021-09-15T13:56:32","modified_gmt":"2021-09-15T13:56:32","slug":"late-delivery-is-the-number-one-complaint-made-by-customers-to-couriers-on-twitter","status":"publish","type":"post","link":"https:\/\/www.customerservicemanager.com\/late-delivery-is-the-number-one-complaint-made-by-customers-to-couriers-on-twitter\/","title":{"rendered":"Late Delivery Is the Number One Complaint Made by Customers to Couriers on Twitter"},"content":{"rendered":"<img decoding=\"async\" loading=\"lazy\" class=\"aligncenter size-full wp-image-28409\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2021\/09\/bs-289196932.jpg\" alt=\"Twitter\" width=\"598\" height=\"399\" srcset=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2021\/09\/bs-289196932.jpg 598w, https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2021\/09\/bs-289196932-300x200.jpg 300w\" sizes=\"(max-width: 598px) 100vw, 598px\" \/>\n<p><strong>Poor delivery hugely impacts a customer\u2019s overall online shopping experience, and new research finds that\u00a0late delivery is the number one driver for customer complaints on Twitter.\u00a0<\/strong><\/p>\n<p>Analysis of over 6,700 tweets to the UK\u2019s top courier companies by delivery software company\u00a0<a href=\"http:\/\/getcircuit.com\/\" target=\"_blank\" rel=\"noopener\">Circuit<\/a>, highlights countless delivery-related issues \u2013 problems that are only likely to worsen\u00a0due to the current\u00a0<a href=\"https:\/\/www.bbc.co.uk\/news\/57810729\" target=\"_blank\" rel=\"noopener\">driver deficit<\/a>. Key findings reveal:<\/p>\n<ul>\n<li>83% of all tweets to the UK\u2019s top courier companies are negative<\/li>\n<li>Only 3% of all tweets are positive<\/li>\n<li>10% of tweets are about packages that don\u2019t turn up<\/li>\n<\/ul>\n<p>The research highlights Brits\u2019 disappointment in delivery, with\u00a083% of all tweets to courier companies displaying a negative tone\u00a0and\u00a0only 3% as positive. Overall 17% of tweets related to late delivery while 10% complained that the package did not arrive at all. Finally, and most concerningly, 7% of tweets suggest that in fact someone stole the goods.<\/p>\n<p>When looking into the data, there are some\u00a0interesting regional differences.\u00a0In the West Midlands 20% of tweets speak about stolen goods, almost\u00a0triple the national average. Meanwhile, 8% of tweets from Scotland report that no one made the delivery despite the customer being in \u2013 a very frustrating situation and a rate\u00a0twice as high as the national average. Finally, in Northern Ireland, it seems a key issue is finding the right address, with\u00a0over a quarter of all tweets detailing how the driver has gone to the wrong location, ten times more than the national average.<\/p>\n<p>As Circuit\u2019s co-founder and CEO Jack Underwood says,<\/p>\n<p><img decoding=\"async\" loading=\"lazy\" class=\"alignleft size-full wp-image-28412\" src=\"https:\/\/www.customerservicemanager.com\/wp-content\/uploads\/2021\/09\/jack-underwood1.jpg\" alt=\"Jack Underwood\" width=\"225\" height=\"257\" \/>\u201cAs the move to e-commerce continues to accelerate, the pressure on our couriers will only increase. Right now, we\u2019re gearing up for the vital retail periods of Black Friday and Christmas while simultaneously going through a driver deficit. Delivery issues are already known to turn customers away from retailers* and cause huge dissatisfaction. The courier companies must do whatever they can to improve their services, as we know from our data that Black Friday alone causes a delivery uplift of 55%.<\/p>\n<p>While it\u2019s understandable that there will be errors when processing millions of deliveries, the number of issues that do occur is simply too high. Courier companies must embrace technology further, and work more closely with recipients to ensure packages can arrive timely and at a timer when they can actually be accepted.\u201d<\/p>\n<p>For further detail on the findings, please visit:<\/p>\n<p><strong><a href=\"https:\/\/getcircuit.com\/teams\/blog\/courier-delivery-issues\" target=\"_blank\" rel=\"noopener\">https:\/\/getcircuit.com\/teams\/blog\/courier-delivery-issues<\/a><\/strong><\/p>\n","protected":false},"excerpt":{"rendered":"<p>Poor delivery hugely impacts a customer\u2019s overall online shopping experience and new research by delivery software company\u00a0Circuit finds that\u00a0late delivery is the number one driver for customer complaints on Twitter..<\/p>\n","protected":false},"author":108,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[4],"tags":[],"_links":{"self":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/28405"}],"collection":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/users\/108"}],"replies":[{"embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/comments?post=28405"}],"version-history":[{"count":8,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/28405\/revisions"}],"predecessor-version":[{"id":28416,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/posts\/28405\/revisions\/28416"}],"wp:attachment":[{"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/media?parent=28405"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/categories?post=28405"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/www.customerservicemanager.com\/wp-json\/wp\/v2\/tags?post=28405"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}