74% of eCommerce stores grew their sales in 2015

by | Jan 5, 2016

In the latest of Royal Mail’s annual tracker surveys, ¬†research shows that 74% of UK eCommerce retailers grew their sales in 2015. This figure compares to just 49% in 2013, and 58% in 2014.


eCommerce sales growth 2015

What drove the increase in sales?

The eCommerce companies surveyed also felt that their customer satisfaction levels had increased. This points to improved customer service support via contact centres, a better online customer experience, and an improved shopping experience via mobiles.

  1. On time delivery

66% of respondents claimed that customers receiving their parcels on time was the key driver of customer satisfaction, and therefore sales. We’ve blogged in the past about the importance of an efficient and seamless eCommerce fulfilment operation, close relationships with trusted carriers such as DPD and UK Mail for tracked delivery services, and accurate shipping notifications to keep customers informed of their order status.

On time delivery was seen as twice as important as the quality of a product and and the price of goods in driving customer satisfaction.

2. An easy returns process

UK eCommerce retailers saw an easy returns process as critical in driving sales and customer satisfaction, with 49% of brands believing simple returns will make customers more satisfied, 45% thought it would make customers more likely to shop in the first place, and 40% thought that simple returns would deliver loyal customers.

Free returns deliver sales

To learn more about the Royal Mail annual tracker, click here, or to learn more about improving your customer satisfaction levels either through order fulfilment or customer service, give us a call on 0191 495 9931, or drop us an email to ideas@sparkresponse.com