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Survey: Half of consumers will order online gifts days before Dec. 25


London, U.K. - Almost half (47%) of consumers will order gifts online this Christmas with less than a week until Dec. 25. According to the latest ECustomerServiceIndex results from EDigitalResearch and IMRG, when asked what date they would be comfortable placing a holiday online order, the majority of consumers (53%) said Wednesday Dec. 17 or before.

However, 32% of online shoppers feel that they would be able to place an order up until Saturday, Dec. 20 for it to still arrive. Year-over-year comparisons reveal an increase in consumer confidence surrounding Christmas deliveries. In 2013, just 34% of online shoppers felt willing to risk placing an order online with less than a week to go until Christmas Day compared to this year's 47%---a rise of 27% in just 12 months, representing a change in consumer expectations of delivery.

However, around one in five (18%) of consumers have placed online orders for gifts in the past only for them to not arrive in time for Christmas Day, despite the majority (91%) having felt that they placed the order with plenty of time to spare. Of those that have missed out of the gift of giving due to undelivered items, almost half (41%) blame retailers for the failed delivery, while another 14% place the blame firmly on delivery and postal services.

"Our latest consumer results indicate the need for retailers and their courier partners to have a comprehensive logistics strategy in place this Christmas,” said Derek Eccleston, commercial director of EDigitalResearch. “Year after year, we've seen retailers increasing push their last ordering dates closer to Christmas Day itself and it's important for retailers to ensure that they see through on these promises.”
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