Retailers struggling to cope with a bigger than expected online shopping boom are taking too long to deliver items, resulting in a surge of complaints from shoppers. Research by retail analysts at accounting firm Accenture show retail delivery times during the Christmas period have gone up, with firms now taking an average of five days to deliver, compared to 3.6 days last year.It tracked the deliveries of 57 retailers and found one in three are slower at getting parcels to their owners than their stated maximum delivery. A quarter of retailers admitted they were struggling to cope with purchasing demands at peak times.–– ADVERTISEMENT ––And in a further kick in the teeth, customers are also being asked to spend more in order to qualify for free delivery, with the spending threshold for free delivery rising by 5 per cent compared to last year, it found. It comes after official stats showed retail sales jumped more than expected in November, helped by Black Friday promotions and stronger growth in sales of household goods.Official figures showed sales rose 1.4 per cent from October, despite economists’ forecasts of a 0.3 per cent gain.Separate data from complaints handling firm Resolver shows complaints about online shops and delivery firms in December has soared when compared to the same period last year. This December it has taken 443 complaints a day about online shops and delivery firms, having tripled from last December when 166 complaints a day were taken. Siobhan Gehin, managing director at Kurt Salmon, part of Accenture Strategy, said: “While many retailers delivered an excellent customer experience, a surprising number of retailers struggled to deliver a strong ordering and delivery experience across channels. Those retailers now only have a limited window to fix problems with longer delivery times and technical issues ahead of the Boxing day and January sales, if they’re to satisfy customer’s high expectations.“Certain UK names are consistently strong while others need to re-focus investment to enhance their competitive agility and ensure they’re equipped to deal with promotional peaks. As brands face fierce competition and wavering customer loyalty, poor performance during these crucial calendar events can leave a lasting impression. “ Want the best of The Telegraph direct to your email and WhatsApp? Sign up to our free twice-daily Front Page newsletter and new audio briefings.
We are now accepting nominations for the International Mining Technology Hall of Fame – to be inducted in Phoenix, AZ, USA, February 22 during the SME Annual Conference (www.im-halloffame.com) at a dinner event at the Hyatt Regency. Nominees are judged on innovation and contribution made to the industry – i.e. what has this innovation achieved. Nominations are also sought for those who have facilitated the introduction of a specific technology to an operation. They can be as important as the innovators. Nominations should be for a person or team of people, who must all be named. The 12 categories are: Outstanding innovator, Environmental management and stewardship, Safety, Exploration, Mining software, Underground development, Underground production, Surface mining, Bulk handling, Comminution, Concentration and Metallurgy How a nomination stands out: Judges looked for well-presented nominations: * Clear presentation of the nominee’s “above and beyond” qualities and accomplishments * Information that demonstrates that the innovation and the nominee’s activities actively contributed to industry knowledge and advancement Judges for the International Mining Technology Hall of Fame include industry experts from academia (mining professors), CEOs and senior management of engineering and consulting companies, mining company executives, past inductees and others interested in mining technology. Nominations are due in by the end of July and should be sent to [email protected] Nominations received after July 2015 will be considered for the 2016 inductions. Contact us for sponsorship opportunities.