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.

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

 

The insight team at Snow Valley

 

2013 Online Retail Delivery Report

2013 Online Retail Delivery Report – NEW!

The eighth edition of our annual Online Retail Delivery Report is now available to download here. We tested over 250 retailers and placed live orders with over 200 retailers. Again this year the overall picture is very positive, with retailers focusing on communication, delivering customer expectations, delivering a good service and international growth.

 

The International Delivery Report

2012 eCommerce in Independent Hotels Report – November 2012

In this report, the MICROS eCommerce Services team took a close look at how independent hotels in the UK are using web and mobile technologies to attract guests. 156 hotels were evaluated on areas including social media, search engine marketing, web design, online booking, and usability. Key findings: 85% of hotels had a Facebook profile and 74% were on Twitter; 37% were responding to every review on TripAdvisor; 33% were advertising on Google.

 

The International Delivery Report

2012 International Retail Delivery Report
Sponsored by Royal Mail

Our 2012 International Delivery Report puts 83 UK retailers to the test from 14 countries around the world. We discovered that although progress is being made, many retailers are making it difficult and unappealing for international shoppers to buy from UK retail websites.

 

The Home Delivery Report

2012 Retail 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 2011 Online Returns and Refunds Report

2011 Online Retail 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.

 

 

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All the latest from the Blog

  • May 15 2013 The Ship introduces text messaging for pub food orders

    We’ve been working on a really interesting project with Youngs recently to help them manage food orders in their very popular riverside pub, The Ship. You can read the full case study here but I also thought I’d go along and try it out from the customer’s perspective. The Ship is a very busy pub... Read more

  • May 14 2013 Hotel La Tour – great example of hotel technology innovation

    One of the best examples of technology being used successfully by a hotel can be found at Hotel La Tour in Birmingham. They’re a MICROS customer but putting any bias aside, they’re delivering a really clever and well-thought out experience to their guests. I thought I’d share some details. The innovation starts in the Hotel... Read more

  • May 03 2013 Wagamama’s online ordering and takeaway service

    We’ve been doing some research here at MICROS eCommerce on how restaurants and pubs can increase revenues by offering delivery and takeaway. We found that although 44% of restaurant and pub chains offer some sort of delivery or takeaway service, only 12% allowed us to order online. One of those chains is Wagamama (who are... Read more

  • May 02 2013 An example of good delivery communication from retailers

    Last week we released our 2013 Online Retail Delivery Report. Whilst carrying out the research for the report we noticed a couple of retailers that stood out in terms of communicating with customers to providing them with updates on the delivery of their goods. We test each retailer from the perspective of the customer and... Read more

  • Apr 24 2013 More retailers now offering next day delivery

    The results are in and our 2013 Online Retail Delivery Report shows that retailers are offering quicker delivery options to customers. The percentage of retailers offering next day delivery has increased from last year, meaning that over two thirds (68%) of retailers now offer this service. Larger retailers are more likely to offer next day... Read more

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