Research

Research

Here at MICROS, we like to keep our customers up to date on the latest e-commerce trends and innovations.

We publish several reports every year, aimed at helping retailers, hotels, and restaurants to follow industry trends and get insight into best practice. Our key reports are listed below – you can download this research free of charge.

We also work with customers such as ASOS, providing benchmarking on delivery and international service capability. For more information on this work, please e-mail e-mail us

You can keep up to date on all of our insight work by checking our e-commerce blog, by liking us on Facebook, or following us on Twitter.

The insight team at Snow Valley

The Home Delivery Report

NEW!!! Home Delivery: The Doorstep Experience
Sponsored by Blackbay

Published in March 2012, this second edition of our annual research follows on from the Online Retail Delivery Report and looks in closer detail at what actually happens on the doorstep during a delivery. The report contains details of text messaging, online order tracking, and examines what happens when a customer is not at home to receive their goods.

The Online Retail Delivery Report

2012 Online Retail Delivery Report
Sponsored by MetaPack

The seventh edition of our annual Online Retail Delivery Report, sponsored by our friends at MetaPack, is now available. We tested over 250 retailers and found the overall picture to be very positive again with a marked increase in retailer to customer communication and more delivery flexibility and options for customers.

The 2011 Online Returns and Refunds Report

2011 Online Returns & Refunds Report
sponsored by MetaPack

The fifth edition of our annual Online Returns & Refunds Report, sponsored by our friends at MetaPack, is now available. This year we found that more retailers are refunding the original delivery charge, but half of retailers offer no choice on how an item can be returned to them. Over 200 UK retailers were tested.

The International Delivery Report

International Retail Delivery Report
Sponsored by Royal Mail

Our International Delivery Report put UK retailers to the test from 15 countries around the world. We discovered that many retailers are making it difficult and unappealing for international shoppers to buy from UK retail websites.

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All the latest from the Blog

  • May 09 2012 Find a hotel, book a room…from your car!

    Here’s a  lovely example of an innovative hotel technology project that we’ve been working on here at MICROS: http://www.youtube.com/watch?v=10U5nN4HD0g The video shows how we’ve worked with BMW, Assa Abloy/Vincard and Holiday Inn to create a showcase demonstrating how near field communication (NFC) can allow consumers to directly interact with their systems (car navigation system, Internet,... Read more

  • May 04 2012 Free delivery thresholds – do UK retailers offer them?

    On Tuesday night, I noticed a conversation on Twitter regarding free delivery thresholds. Matt Curry, e-commerce guru at Lovehoney, had visited the Charles Tyrwhitt website, filled his basket with £200+ of goods, and then realised that delivery was going to cost him £4.95. This, he felt, was not on. Over the years I’ve talked to... Read more

  • Apr 18 2012 Great merchandising from Brooks Brothers

    We liked this example of online merchandising from Brooks Brothers. For 3 days only, they’re offering customers the chance to buy all 42 different coloured polo shirts in a box for $2000. Their homepage looks like this: If $2000 is a bit steep, you can also click on each individual shirt and be taken directly to... Read more

  • Apr 10 2012 Pubs failing to offer online booking services

    Pubs are failing to offer online booking services to guests, according to this interesting article. This is despite the fact that there are very compelling reasons for why pubs should offer online reservations. Horizons, the foodservice consultancy, and Livebookings provide some very good stats that are well worth considering: 1. Customers want to book online:... Read more

  • Mar 22 2012 What happens when deliveries fail? New report: Home Delivery, The Doorstep Experience reveals all

    We’re pleased to announce that the 2012 Home Delivery: The Doorstep Experience Report is now available on our website (and it’s free of charge). This report focuses on the doorstep experience provided by 226 UK retailers and their chosen carriers. Did the retailer tell the customer who would be delivering the goods? Was the driver... Read more

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