Developing an understanding of the trends in the online retail market


Client: Royal Mail Group




To inform the development of Royal Mail Group’s eCommerce fulfilment potential by:

  • Establishing the scope and trends of UK online customer behaviour
  • Defining the key drivers for online purchasing behaviour
  • Identifying specific opportunities for Royal Mail Group in the eCommerce fulfilment sector


  • In-depth consultation with industry bodies including BRC and IMRG
  • Detailed analysis of government data
  • Comprehensive analysis of publicly available data sources including ONS and Verdict


  • Online sales have increased by 1,000% within the past decade (2002 to 2012)
  • The eCommerce market now generates revenue of £30bn per annum (as at 2012) and continues to grow

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Royal Mail Online Shopping
  • Royal Mail Group faces an expanding opportunity in the area of online shopping fulfilment
  • Royal Mail Group will benefit from introducing an online fulfilment model that is flexible, responsive, convenient and efficient.