Delivery choice has become a critical factor for online shoppers, with new research from Collect+ showing that 87 per cent of Britons consider it important to have a range of delivery or collection options available at checkout.
The study comes as retailers continue to contend with rising operating costs, including higher National Insurance contributions and increases to the minimum wage, while demand for e-commerce remains strong.
According to the research, 84 per cent of UK consumers now buy physical goods online at least once a month, while 21 per cent shop online around once a week.
The findings also highlight growing concerns around delivery reliability, with 67 per cent of consumers reporting they have experienced issues such as delayed, missed or lost deliveries when shopping online.
The research suggests shoppers are placing as much importance on flexibility as speed when selecting delivery options. A third (33 per cent) of respondents said flexible delivery or collection options matter most, matching the proportion prioritising the fastest available delivery. Meanwhile, 25 per cent said speed and flexibility were equally important.
Collect+ said the findings underline the need for retailers to provide broader delivery choices rather than focusing solely on rapid fulfilment.
The parcel service, which operates through a network of more than 14,000 local retailers, said its carrier-agnostic model allows shoppers to choose the carrier, service or collection point that best suits their needs.
“Our research shows that delivery choice is no longer a nice-to-have. It is a core part of the customer experience,” Sam Holden, director of parcels and e-commerce at PayPoint, said.
“What is clear is that consumers want flexibility, reliability and control. Our multi-carrier approach gives retailers more resilience in their delivery operations, reducing dependency on any single provider and helping them maintain service levels even when the market is under pressure.”
Earlier this year, research from InPost highlighted growing frustration with doorstep delivery, with six in 10 consumers now saying they prefer alternative collection options such as parcel lockers.