UK Home Delivery and Fulfilment 2009 - Business Market Research Reports

UK Home Delivery and Fulfilment 2009

Published Date : 13 October 2009

Pages : 226

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Introduction

UK Home Delivery & Fulfilment 2009 provides detailed analysis of the home delivery market. It includes both market and consumer data and uses a survey of nearly 2,000 customers to examine the key trends within nine retail sectors. With the home delivery market becoming increasingly competitive this report offers real insight into the opportunities and threats in the market.

Scope

*Detailed analysis of the channels within home delivery including store based, e-retail, mail order and TV shopping.

*Thorough examination of the key characteristics of home delivery shoppers including demographic profile and motivation for using home delivery.

*Analysis of nine retail sectors including clothing & footwear, electricals, food & grocery, furniture & floorcoverings and music & video.

*Overview and competitive assessment of leading logistics and fulfilment operators.

Highlights

We predict that the home delivery market will decline by 2.0% in 2009. This is largely due to a substantial decline in sales through the store-based channel, with items in the electricals and furniture & floorcoverings sectors badly impacted by the recession.

Sales via the internet will overtake store-based sales as the largest component of home delivery in 2009. While sales growth is slowing, at 12.0% it will outstrip the only other home delivery channel in positive ground TV shopping.

Amazon has increased its lead over eBay, as the retailer most used for home delivery. 24.3% of home delivery shoppers mentioned it compared with 18.6% in the previous year almost four times that of eBay

Reasons to Purchase

*Understand how the home delivery customer is changing and adapt strategies to reflect this.

*Use consumer data on home delivery usage to identify which sectors offer the most growth potential.

*Identify the key issues for both retailers and operators within the home delivery market and develop strategies to overcome these challenges.

Table of Contents :

CHAPTER 1 EXECUTIVE SUMMARY 16
Key findings 16
Main conclusions 17
CHAPTER 2 MARKET ANALYSIS 21
Introduction 21
Home delivery channel impacted by decline in big ticket purchases 21
Expenditure growth 24
Sales trend turns negative 24
Home delivery market by channel 26
Online overtakes store-based sales 26
Home delivery market by sector 32
Music & video remains buoyant 32
CHAPTER 3 CONSUMER RESEARCH SUMMARY 39
Key findings 39
Introduction 40
Customer characteristics 40
Convenience of home delivery appeals to families 40
Newspaper preferences 48
Broadsheet readers dominate home delivery 48
Delivery frequency 54
Food & Grocery is the key home delivery sector 54
Retailers used 59
Amazon continues to improve its offering 59
Motivations 63
Delivery is the only option available for many products 63
Ordering media 66
Internet continues to dominate 66
Satisfaction 71
Majority of shoppers very satisfied 71
Barriers to more frequent usage 73
Price of delivery is a deterrent 73
Attitudes to home delivery charges 76
Delivery charge is of high importance 76
Alternative delivery preferences 79
Delivery next door leads alternative delivery preferences 79
CHAPTER 4 SECTOR RESEARCH ANALYSIS 80
Books 80
Penetration growth is slowing 80
AB customers continue to dominate 83
The internet is the main reason for using home delivery 86
Clothing & footwear 90
Number of users remains level 90
Women continue to dominate 94
Time saving is increasingly important 97
DIY & gardening 102
Penetration has dropped back 102
Males continue to dominate 105
Price is increasingly important 108
Electricals 112
Recession bites 112
Priorities have been reconsidered 115
Home delivery often the only option 118
Food & grocery 122
Penetration continues to rise 122
Men realise the convenience of home delivery 125
Time saving is the main driver 128
Furniture & floorcoverings 131
Penetration improves despite difficult trading conditions 131
ABs continue to dominate 134
Difficulties transporting makes home delivery popular 137
Gifts 141
Penetration fluctuates as users grow 141
Convenience drives men to purchase gifts through home delivery 144
Time saving increasingly important 147
Health & beauty 150
Number of home delivery users declines 150
Females continue to dominate the sector 152
Price has become more important 155
Homewares 159
Recession has driven penetration down 159
Affluent ABs remain core customer 162
Nature of product suits home delivery 165
Music & video 169
Downloads affect penetration 169
ABs dominate the market 172
Low prices are now expected 175
CHAPTER 5 HOME DELIVERY & FULFILMENT OPERATORS 179
Process 179
Sector summary 181
Key issues 182
Delivery service is crucial as competition intensifies 182
Retailer perspective 185
Solutions/Responses 188
Operator services 192
e-Fulfilment specialists 193
GSI Commerce (formerly Zendor) 193
iForce 196
MetaPack 198
General parcel delivery 201
Business Post Group 201
DPD (formerly Parceline) 203
LYNX Express 205
Nightfreight 207
Royal Mail/Parcelforce 209
TNT Express 211
Home delivery specialists 213
Hermes (formerly Parcelnet) 213
Home Delivery Network 216
Logistics specialists 218
DHL Exel Supply Chain 218
Groupe Norbert Dentressangle (formerly Christian Salvesen) 220
Unipart Logistics 222
Unattended delivery solutions 224
CHAPTER 6 GLOSSARY 226
Abbreviations 226

LIST OF TABLES
Table 1: Consumer spend on goods sent by home delivery 1999-2009e 25
Table 2: Home delivery channels 1999-2009 26
Table 3: Home delivery market spending by sector 2004-2009e 34
Table 4: Year-on-growth rates by sector 2004-2009e 34
Table 5: Home delivery shares of sector spending 2004-2009e 37
Table 6: Home delivery shopper base and penetration by sector 2008 47
Table 7: Daily newspapers read by home delivery customers 2008 51
Table 8: Sunday newspapers read by home delivery customers 2008 53
Table 9: Reasons for choosing order method 2008 67
Table 10: Popularity of ordering methods for home/work delivery by sector 2008 69
Table 11: Satisfaction with elements of delivery process 2008 on 2007 72
Table 12: Satisfaction by ordering method 2008 73
Table 13: What would make you more likely to use home delivery? 2008 74
Table 14: What would make you more likely to use home delivery? (Continued) 2008 75
Table 15: Books – regional profile of home delivery shoppers 2008 84
Table 16: Clothing & footwear – regional profile vs population 2008 95
Table 17: DIY & gardening – regional profile vs population 2008 106
Table 18: Electricals – regional profile of home delivery shoppers 2008 116
Table 19: Food & grocery – regional profile vs population 2008 126
Table 20: Furniture & floorcoverings – regional profile vs population 2008 135
Table 21: Gifts – regional profile of home delivery shoppers 2008 145
Table 22: Health & beauty – regional profile vs population 2008 153
Table 23: Homewares – regional profile of home delivery shoppers 2008 163
Table 24: Music & video – regional profile vs population 2008 173
Table 25: Reason, order method and main user (m/f) by sector 2008 181
Table 26: Fulfilment issues, solutions and implications 2009 190
Table 27: Fulfilment operator service proposition summary 2009 192
Table 28: GSI Commerce company overview 2009 194
Table 29: iForce company overview 2009 196
Table 30: MetaPack company overview 2009 199
Table 31: Business Post Group company overview 2009 201
Table 32: DPD (Geopost) company overview 2009 203
Table 33: LYNX Express company overview 2009 205
Table 34: Nightfreight company overview 2009 207
Table 35: Royal Mail/Parcelforce company overview 2009 209
Table 36: TNT Express company overview 2009 211
Table 37: Hermes company overview 2009 214
Table 38: Home Delivery Network company overview 2009 217
Table 39: DHL Exel Supply Chain company overview 2009 218
Table 40: Norbert Dentressangle company overview 2009 220
Table 41: Unipart Logistics company overview 2009 222
Table 42: Unattended delivery solutions 2009 224

LIST OF FIGURES
Figure 1: Home delivery report structure 2009 21
Figure 2: Home delivery purchase process 2009 22
Figure 3: Home delivery process 2009 23
Figure 4: Home delivery market change % 2004-2009e 24
Figure 5: Home delivery channels sales breakdown % 1999-2009e 28
Figure 6: Home delivery market growth by channel 2009e on 2008 29
Figure 7: Reconciliation of mail order, e-retail, TV shopping and home delivery markets 2008 30
Figure 8: Sector shares of home delivery market 2004 and 2009e 32
Figure 9: Percentage of each demographic group using home delivery in the past 12 months 2005-2008 42
Figure 10: Demographic profile of home delivery customer 2008 42
Figure 11: Home delivery household penetration % by working status and income group 2008 43
Figure 12: Home delivery household penetration % by ACORN group 2008 44
Figure 13: Users of home delivery – penetration by size of household 2006-2008 45
Figure 14: Users of home delivery – penetration by type of household 2006-2008 46
Figure 15: % of daily newspaper readers using home delivery 2008 49
Figure 16: % of Sunday newspaper readers using home delivery 2008 52
Figure 17: Average number of home deliveries per year by sector 2006-2008 55
Figure 18: Frequency of home deliveries by sector 2008 58
Figure 19: Top 20 retailers used for home delivery – % of shoppers mentioning 2007 & 2008 59
Figure 20: Retailers used for home delivery – percentage point change 2008 on 2007 60
Figure 21: Top reasons for home delivery 2006-2008 64
Figure 22: Ordering media for home delivery 2005-2008 66
Figure 23: Level of consumer satisfaction/dissatisfaction across all delivery criteria 2005-2008 71
Figure 24: Attitudes towards pricing and delivery 2008 77
Figure 25: If delivery could not be made to your home, where would you like it to go? 2004-2008 79
Figure 26: Books – home delivery shopper base 2005-2008 80
Figure 27: Books – home delivery penetration % of income groups 2008 81
Figure 28: Books – home delivery penetration % of ACORN groups 2008 82
Figure 29: Books – profile of home delivery customer base 2008 83
Figure 30: Books – home delivery household profile by lifestage 2008 85
Figure 31: Books – leading reasons for using home delivery 2008 86
Figure 32: Books – ordering media used for home delivery 2008 87
Figure 33: Books – leading retailers used for home delivery 2008 88
Figure 34: Clothing & footwear – home delivery shopper base 2005-2008 90
Figure 35: Clothing & footwear – penetration % of income groups 2008 92
Figure 36: Clothing & footwear – penetration % of ACORN groups 2008 93
Figure 37: Clothing & footwear – profile of home delivery base 2008 94
Figure 38: Clothing & footwear – household profile by lifestage 2008 96
Figure 39: Clothing & footwear – reasons for using home delivery 2008 97
Figure 40: Clothing & footwear – ordering media for home delivery 2008 99
Figure 41: Clothing & footwear – retailers used for home delivery 2008 100
Figure 42: DIY & gardening– home delivery shopper base 2005-2008 102
Figure 43: DIY & gardening – penetration % of income groups 2008 103
Figure 44: DIY & gardening – penetration % of ACORN groups 2008 104
Figure 45: DIY & gardening – profile of home delivery customer base 2008 105
Figure 46: DIY & gardening – household profile by lifestage 2008 107
Figure 47: DIY & gardening – reasons for using home delivery 2008 108
Figure 48: DIY & gardening – ordering media used for home delivery 2008 109
Figure 49: DIY & gardening – leading retailers used for home delivery 2008 110
Figure 50: Electricals – home delivery shopper base 2005-2008 112
Figure 51: Electricals home delivery penetration % of income groups 2008 113
Figure 52: Electricals – home delivery penetration of ACORN groups 2008 114
Figure 53: Electricals – profile of home delivery customer base 2008 115
Figure 54: Electricals – home delivery household profile by lifestage 2008 117
Figure 55: Electricals – leading reasons for using home delivery 2008 118
Figure 56: Electricals – ordering media used for home delivery 2008 119
Figure 57: Electricals – leading retailers used for home delivery 2008 120
Figure 58: Food & grocery – home delivery shopper base 2005-2008 122
Figure 59: Food & grocery – penetration % of income groups 2008 123
Figure 60: Food & grocery – penetration % of ACORN groups 2008 124
Figure 61: Food & grocery – profile of home delivery customer base 2008 125
Figure 62: Food & grocery – household profile by lifestage 2008 127
Figure 63: Food & grocery – leading reasons for using home delivery 2008 128
Figure 64: Food & grocery – ordering media used for home delivery 2008 129
Figure 65: Food & grocery – leading retailers used for home delivery 2008 130
Figure 66: Furniture & floorcoverings – home delivery users 2005-2008 131
Figure 67: Furniture & floorcoverings – penetration of income groups 2008 132
Figure 68: Furniture & floorcoverings penetration of ACORN groups 2008 133
Figure 69: Furniture & floorcoverings – profile of home delivery customer base (% breakdowns by gender, age and class) 2008 134
Figure 70: Furniture & floorcoverings household profile by lifestage 2008 136
Figure 71: Furniture & floorcoverings – reasons for home delivery 2008 137
Figure 72: Furniture & floorcoverings - home delivery ordering media 2008 138
Figure 73: Furniture & floorcoverings - retailers used to home deliver 2008 139
Figure 74: Gifts – home delivery shopper base 2005-2008 141
Figure 75: Gifts – home delivery penetration % of income groups 2008 142
Figure 76: Gifts – home delivery penetration % of ACORN groups 2008 143
Figure 77: Gifts – profile of home delivery customer base 2008 144
Figure 78: Gifts – home delivery household profile by lifestage 2008 146
Figure 79: Gifts – leading reasons for using home delivery 2008 147
Figure 80: Gifts – ordering media used for home delivery 2008 148
Figure 81: Gifts – leading retailers used for home delivery 2008 149
Figure 82: Health & beauty – home delivery shopper base 2005-2008 150
Figure 83: Health & beauty – penetration % of income groups 2008 151
Figure 84: Health & beauty – penetration % of ACORN groups 2008 151
Figure 85: Health & beauty – profile of home delivery customer base 2008 152
Figure 86: Health & beauty – household profile by lifestage 2008 154
Figure 87: Health & beauty – reasons for using home delivery 2008 155
Figure 88: Health & beauty – ordering media used for home delivery 2008 156
Figure 89: Health & beauty – leading retailers used for home delivery 2008 157
Figure 90: Homewares – home delivery shopper base 2005-2008 159
Figure 91: Homewares – home delivery penetration of income groups 2008 160
Figure 92: Homewares home delivery penetration of ACORN groups 2008 161
Figure 93: Homewares – profile of home delivery customer base 2008 162
Figure 94: Homewares home delivery household profile by lifestage 2008 164
Figure 95: Homewares – leading reasons for using home delivery 2008 165
Figure 96: Homewares – ordering media used for home delivery 2008 166
Figure 97: Homewares – leading retailers used for home delivery 2008 167
Figure 98: Music & video – home delivery shopper base 2005-2008 169
Figure 99: Music & video – penetration % of income groups 2008 170
Figure 100: Music & video – penetration % of ACORN groups 2008 171
Figure 101: Music & video – profile of home delivery customer base 2008 172
Figure 102: Music & video – household profile by lifestage 2008 174
Figure 103: Music & video – leading reasons for using home delivery 2008 175
Figure 104: Music & video – ordering media used for home delivery 2008 176
Figure 105: Music & video – leading retailers used for home delivery 2008 177
Figure 106: Fulfilment and delivery options in the home delivery process 2009 179
Figure 107: Delivery & fulfilment issues for retailers 2009 187
Figure 108: Delivery & fulfilment solutions for retailers 2009 187