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UK SME e-retailers reveal growing business confidence for 2016

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Staff writer | Thursday January 7, 2016 2:50AM ET
SME e-retailers
Tracker study   The expectations and ambitions

Royal Mail's annual tracker study into the expectations and ambitions of UK SME e-retailers reveals growing business confidence: 80% of SME e-retailers are confident that they will increase sales in 2016.


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The confident outlook builds on the sales success of 2015: more than seven out of ten (74 percent) SME e-retailers increased their sales last year – the highest level in three years.

The UK's SME e-retailers are also confident about their customer satisfaction levels: 63 percent believe their customers have become more satisfied in 2015.

Two thirds of SME e-retailers rate on-time delivery as a key driver of customer satisfaction, more than the quality of products (62 percent) and the price of goods (57 percent).

SME e-retailers also recognise the importance a good returns process plays in customer satisfaction: almost half (49 percent) believe it makes consumers more likely to be satisfied with the service, more likely to order in the first place (45 percent) and more likely to become repeat customers (40 percent). One in four SME e-retailers plan to simplify their returns process in 2016.

The overall increase in confidence of SME e-retailers comes despite 53 percent claiming that competition is more intense this year.

New factors have been identified as drivers of competition this year: the rise of on-the-move smartphone shopping (47 percent) and price promotions which lead shoppers to seek out the best prices (44 percent).

 

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