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市場調查報告書
英國宅配/訂單處理市場的動向：2010年
UK Home Delivery & Fulfilment 2010
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英國宅配/訂單處理市場的動向：2010年 是由出版商Verdict Research Limited在2010年12月所出版的。
這份英文市場調查報告書包含Pages: 185 價格從美金3450起跳。
2009年，英國的宅配市場在消費者於店鋪通路控制高額商品購買的影響下而縮小。不過，線上通路的抬頭預期在2010年將轉向成長。
本報告，分析回復部門，同時考察市場動向以及消費者資料並彙整，由下列摘要形式闡述。
第1章 概要
第2章 報告摘要
第3章 市場分析
第4章 消費者調查摘要
- 主要調查結果
- 簡介
- 消費者的特徵
- 報紙訂閱者
- 配送的頻率
- 利用的零售業者
- 動機
- 訂購媒體
- 滿意度
- 造成更頻繁利用的阻礙
- 對於宅配費用的想法
- 其他配送
第5章 部門別調查分析
- 書籍
- 服飾/鞋子
- DIY/園藝
- 電器產品
- 食品雜貨
- 家具/地板材
- 禮品
- 健康&美容
- 裝飾用品
- 音樂/影像
第6章 宅配/訂單處理業者
- 主要課題
- 線上・訂單處理專門業者
- 一般宅配業者
- 宅配專門業者
- 物流專門業者
附錄
Abstract
Introduction
The UK home delivery market suffered a decline in 2009, with the store based
channel badly impacted by consumers avoiding big ticket purchases. However, in
2010 we estimate the market has returned to growth, boosted by the e-retail
channel. UK Home Delivery & Fulfilment 2010, analyses which sectors have
proven the most resilient through examining both market trends and detailed
consumer data.
Features and benefits
- 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 service
- Analysis of nine retail sectors including books, clothing & footwear, food
& grocery and music & video, and the leading home delivery retailers used
- Overview and competitive assessment of leading logistics and fulfilment
operators
Highlights
We estimate that the home delivery market grew by 3.0% in 2010, after a dip in
2009. Recovery is due primarily to rapid growth in the emerging categories of
food & grocery and clothing & footwear. These categories have more than made
up for consumers cutting back on their spending in the home-related areas hit
by the property market downturn.Having overtaken store-based retailing in
2009, in 2010 e-retail has reinforced its role as the leading ordering
channel. However, there is still more retailers can do to improve the
experience to make it a more appealing and effective way of ordering,
especially for home-related goods, for instance with better website
design.Clothing & footwear is the most popular type of purchase for home
delivery, with 13.7m shoppers. The rise of this sector was driven by widening
product offer from players including ASOS, John Lewis and Tesco and targeting
by major non-specialists like Amazon and eBay.
Your key questions answered
- Tailor your offer to more accurately reflect customer needs through our
detailed analysis of home delivery consumers
- Identify the key issues in the market and plan accordingly in order to
reduce risk and maximise growth opportunities
- Understand which sectors offer the most growth opportunities through
analysis of market trends
Table of Contents
- Overview
- Summary
- Home delivery market up 3.0% in 2010 to £44.9bn;
- E-retail storms on in lead;
- Market penetration static at three-fifths of population;
- Clothing & footwear top sector for number of home delivery shoppers;
- Amazon leading home delivery retailer by a distance;
- Cheaper goods main motivation;
- Consumer satisfaction rises ...
- ... but they still want greater slot flexibility;
- Price sensitivity on delivery charges remains high ...
- ... but pressing down too much on delivery costs could be
counterproductive.
- Methodology
- Executive summary
- Key findings
- Home delivery market up 3.0% in 2010 to £44.9bn;
- E-retail storms on in lead;
- Market penetration static at three-fifths of population;
- Clothing & footwear top sector for number of home delivery shoppers;
- Amazon leading home delivery retailer by a distance;
- Cheaper goods main motivation;
- Consumer satisfaction rises ...
- ... but they still want greater slot flexibility;
- Price sensitivity on delivery charges remains high ...
- ... but pressing down too much on delivery costs could be
counterproductive.
- Main conclusions
- Home delivery market returns to growth in 2010
- Market analysis
- Outline
- Food and clothing drive home delivery growth
- Expenditure growth
- Some signs of market recovery
- Home delivery market by channel
- E-retail booms while mail order collapses
- Home delivery market by sector
- Music & video and food grow fastest in 2010
- Consumer research summary
- Key findings
- Introduction
- Customer characteristics
- Better off families the big home delivery spenders
- Newspaper preferences
- Broadsheet readers the main target audience
- Delivery frequency
- Groceries fall back on frequency
- Retailers used
- Amazon leads while all others are far behind
- Motivations
- Ordering media
- Internet far ahead of phone and instore ordering
- Satisfaction
- Recovery in satisfaction levels
- Barriers to more frequent usage
- Cheaper delivery still a key customer incentive
- Attitudes to home delivery charges
- Delivery charges crucial to appeal
- Alternative delivery preferences
- Neighbours the best alternative
- Sector research analysis
- Books
- Popularity falls back
- Men overtake women
- Cheaper prices the main home delivery draw
- Clothing & footwear
- Rise in clothing & footwear' s popularity continues
- Women show keenness for fashion
- Time saving the leading motivation
- DIY & gardening
- Recession forces consumers to cut back
- Upmarket 35-44 consumers lead in DIY & gardening
- Consumers forced to use home delivery
- Electricals
- Hit hard by recession
- Wealthy midlifers important to electricals
- Low price becomes top motivation
- Food & grocery
- Sector bounces back after 2008 downturn
- Women shoulder burden of food shopping
- Attraction of time saving increases
- Furniture & floorcoverings
- Continued recovery from 2007 dip
- 35-44s hold back on furniture & floorcoverings
- Instore ordering makes comeback
- Gifts
- Boom in gift buying in 2009
- Better off consumers like to save time buying gifts
- Amazon and the internet reinforce their dominance
- Health & beauty
- Major improvement in 2009
- Women increasingly important in health & beauty
- Time and price motivations fall back
- Homewares
- Recession squeezes homewares market
- Men stop buying homewares
- Time saving takes the lead
- Music & video
- Recovery after recession decline
- Men remain the keenest music & video buyers
- Price takes lead in music & video
- Home delivery & fulfilment operators
- Key issues
- Price pressures and consolidation
- International delivery a growth area but poses danger for retailers
- Retailer perspective
- e-fulfilment specialists
- GSI Commerce (formerly Zendor)
- iForce
- MetaPack
- General parcel delivery
- City Link
- DPD (formerly Parceline)
- Nightfreight
- Royal Mail/Parcelforce
- UK Mail Group (formerly Business Post Group)
- Home delivery specialists
- Hermes (formerly Parcelnet)
- Sprint Deliveries GB
- Yodel (formerly Home Delivery Network)
- Logistics specialists
- Clipper Logistics
- Unipart Logistics
APPENDIX
- Definitions
- Use Heading 3s, if required, to add structure to sections in the Appendix
- Methodology
- Further reading
- Ask the analyst
- Global Retail FreeView
- Verdict consulting
- Disclaimer
TABLE OF FIGURES
- Figure 1: Home delivery report structure 2010
- Figure 2: Home delivery purchase process 2010
- Figure 3: Home delivery process 2010
- Figure 4: Home delivery market £bn and change % 2005-10e
- Figure 5: Home delivery channels sales breakdown % 2000-10e
- Figure 6: Home delivery market growth by channel 2010e on 2009
- Figure 7: Reconciliation of mail order, e-retail, TV shopping and home
delivery markets 2010
- Figure 8: Sector shares of home delivery market 2005 and 2010e
- Figure 9: Number and penetration of home delivery users 2006-09
- Figure 10: % of each demographic group using home delivery in the past 12
months 2006-09
- Figure 11: Demographic profile of home delivery customer 2009
- Figure 12: Home delivery household penetration % by working status and
income group 2009
- Figure 13: Home delivery household penetration % by ACORN group 2009
- Figure 14: Users of home delivery - penetration by size of household
2007-09
- Figure 15: Users of home delivery - penetration by type of household
2007-09
- Figure 16: % of daily newspaper readers using home delivery 2009
- Figure 17: % of Sunday newspaper readers using home delivery 2009
- Figure 18: Average number of home deliveries per year by sector 2007-09
- Figure 19: Frequency of home deliveries by sector 2009
- Figure 20: Top 20 retailers - % of home delivery users mentioning 2008 &
2009
- Figure 21: Retailers used for home delivery - percentage point change 2009
on 2008
- Figure 22: Top reasons for home delivery 2007-09
- Figure 23: Ordering media for home delivery 2006-09
- Figure 24: Level of consumer satisfaction/dissatisfaction across all
delivery criteria 2006-09
- Figure 25: Attitudes towards pricing and delivery 2009
- Figure 26: If delivery could not be made to your home, where would you
like it to go? 2006-09
- Figure 27: Books home delivery shopper base 2006-09
- Figure 28: Books home delivery penetration % of income groups 2009
- Figure 29: Books home delivery penetration % of ACORN groups 2009
- Figure 30: Books profile of home delivery customer base 2009
- Figure 31: Books home delivery household profile by lifestage 2009
- Figure 32: Books leading reasons for using home delivery 2009
- Figure 33: Books ordering media used for home delivery 2009
- Figure 34: Books leading retailers used for home delivery 2009
- Figure 35: Clothing & footwear home delivery shopper base 2006-09
- Figure 36: Clothing & footwear home delivery penetration % of income
groups 2009
- Figure 37: Clothing & footwear home delivery penetration % of ACORN groups
2009
- Figure 38: Clothing & footwear profile of home delivery customer base 2009
- Figure 39: Clothing & footwear home delivery household profile by
lifestage 2009
- Figure 40: Clothing & footwear leading reasons for using home delivery 2009
- Figure 41: Clothing & footwear ordering media used for home delivery 2009
- Figure 42: Clothing & footwear leading retailers used for home delivery
2009
- Figure 43: DIY & gardening home delivery shopper base 2006-09
- Figure 44: DIY & gardening home delivery penetration % of income groups
2009
- Figure 45: DIY & gardening home delivery penetration % of ACORN groups 2009
- Figure 46: DIY & gardening profile of home delivery customer base 2009
- Figure 47: DIY & gardening home delivery household profile by lifestage
2009
- Figure 48: DIY & gardening leading reasons for using home delivery 2009
- Figure 49: DIY & gardening ordering media used for home delivery 2009
- Figure 50: DIY & gardening leading retailers used for home delivery 2009
- Figure 51: Electricals home delivery shopper base 2006-09
- Figure 52: Electricals home delivery penetration % of income groups 2009
- Figure 53: Electricals home delivery penetration % of ACORN groups 2009
- Figure 54: Electricals profile of home delivery customer base 2009
- Figure 55: Electricals home delivery household profile by lifestage 2009
- Figure 56: Electricals leading reasons for using home delivery 2009
- Figure 57: Electricals ordering media used for home delivery 2009
- Figure 58: Electricals leading retailers used for home delivery 2009
- Figure 59: Food & grocery home delivery shopper base 2006-09
- Figure 60: Food & grocery home delivery penetration % of income groups 2009
- Figure 61: Food & grocery home delivery penetration % of ACORN groups 2009
- Figure 62: Food & grocery profile of home delivery customer base 2009
- Figure 63: Food & grocery home delivery household profile by lifestage 2009
- Figure 64: Food & grocery leading reasons for using home delivery 2009
- Figure 65: Food & grocery ordering media used for home delivery 2009
- Figure 66: Food & grocery leading retailers used for home delivery 2009
- Figure 67: Furniture & floorcoverings home delivery shopper base 2006-09
- Figure 68: Furniture & floorcoverings home delivery penetration % of
income groups 2009
- Figure 69: Furniture & floorcoverings home delivery penetration % of ACORN
groups 2009
- Figure 70: Furniture & floorcoverings profile of home delivery customer
base 2009
- Figure 71: Furniture & floorcoverings home delivery household profile by
lifestage 2009
- Figure 72: Furniture & floorcoverings leading reasons for using home
delivery 2009
- Figure 73: Furniture & floorcoverings ordering media used for home
delivery 2009
- Figure 74: Furniture & floorcoverings leading retailers used for home
delivery 2009
- Figure 75: Gifts home delivery shopper base 2006-09
- Figure 76: Gifts home delivery penetration % of income groups 2009
- Figure 77: Gifts home delivery penetration % of ACORN groups 2009
- Figure 78: Gifts profile of home delivery customer base 2009
- Figure 79: Gifts home delivery household profile by lifestage 2009
- Figure 80: Gifts leading reasons for using home delivery 2009
- Figure 81: Gifts ordering media used for home delivery 2009
- Figure 82: Gifts leading retailers used for home delivery 2009
- Figure 83: Health & beauty home delivery shopper base 2006-09
- Figure 84: Health & beauty home delivery penetration % of income groups
2009
- Figure 85: Health & beauty home delivery penetration % of ACORN groups 2009
- Figure 86: Health & beauty profile of home delivery customer base 2009
- Figure 87: Health & beauty home delivery household profile by lifestage
2009
- Figure 88: Health & beauty leading reasons for using home delivery 2009
- Figure 89: Health & beauty ordering media used for home delivery 2009
- Figure 90: Health & beauty leading retailers used for home delivery 2009
- Figure 91: Homewares home delivery shopper base 2006-09
- Figure 92: Homewares home delivery penetration % of income groups 2009
- Figure 93: Homewares home delivery penetration % of ACORN groups 2009
- Figure 94: Homewares profile of home delivery customer base 2009
- Figure 95: Homewares home delivery household profile by lifestage 2009
- Figure 96: Homewares leading reasons for using home delivery 2009
- Figure 97: Homewares ordering media used for home delivery 2009
- Figure 98: Homewares leading retailers used for home delivery 2009
- Figure 99: Music & video home delivery shopper base 2006-09
- Figure 100: Music & video home delivery penetration % of income groups 2009
- Figure 101: Music & video home delivery penetration % of ACORN groups 2009
- Figure 102: Music & video profile of home delivery customer base 2009
- Figure 103: Music & video home delivery household profile by lifestage 2009
- Figure 104: Music & video leading reasons for using home delivery 2009
- Figure 105: Music & video ordering media used for home delivery 2009
- Figure 106: Music & video leading retailers used for home delivery 2009
- Figure 107: Key issues in the home delivery & fulfilment market 2011
- Figure 108: Satisfaction with elements of the delivery process 2008 and
2009
TABLE OF TABLES
- Table 1: Consumer spend on goods sent by home delivery 2000-10e
- Table 2: Home delivery channels 2000-10e
- Table 3: Home delivery market spending by sector 2005-10e
- Table 4: Growth rates by sector 2005-10e
- Table 5: Home delivery shares of sector spending 2005-10e
- Table 6: Home delivery shopper base and penetration by sector 2009
- Table 7: Daily newspapers read by home delivery customers 2009
- Table 8: Sunday newspapers read by home delivery customers 2009
- Table 9: Reasons for choosing order method 2009
- Table 10: Popularity of ordering methods for home/work delivery by sector
2009
- Table 11: Satisfaction with elements of delivery process 2009 on 2008
- Table 12: Satisfaction by ordering method 2009
- Table 13: What would make you more likely to use home delivery? 2009
- Table 14: Books regional profile of home delivery shoppers 2009
- Table 15: Clothing & footwear regional profile of home delivery shoppers
2009
- Table 16: DIY & gardening regional profile of home delivery shoppers 2009
- Table 17: Electricals regional profile of home delivery shoppers 2009
- Table 18: Food & grocery regional profile of home delivery shoppers 2009
- Table 19: Furniture & floorcoverings regional profile of home delivery
shoppers 2009
- Table 20: Gifts regional profile of home delivery shoppers 2009
- Table 21: Health & beauty regional profile of home delivery shoppers 2009
- Table 22: Homewares regional profile of home delivery shoppers 2009
- Table 23: Music & video regional profile of home delivery shoppers 2009
- Table 24: Fulfilment problems, solutions and implications 2010
- Table 25: Fulfilment operator service proposition summary 2010
- Table 26: Fulfilment operator service proposition summary 2010 (continued)
- Table 27: GSI Commerce company overview 2010
- Table 28: iForce company overview 2010
- Table 29: MetaPack company overview 2010
- Table 30: City Link company overview 2010
- Table 31: DPD (GeoPost) company overview 2010
- Table 32: Nightfreight company overview 2010
- Table 33: Royal Mail/Parcelforce company overview 2010
- Table 34: UK Mail Group company overview 2010
- Table 35: Hermes company overview 2010
- Table 36: Sprint Deliveries GB company overview 2010
- Table 37: Yodel company overview 2010
- Table 38: Clipper Logistics company overview 2010
- Table 39: Unipart Logistics company overview 2010
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