Fulfilment precision for customer satisfaction

Accuracy is a critical element of the customer experience – woven throughout every stage of the fulfilment process. As customer expectations for fast, reliable and seamless deliveries continue to grow, tolerance for mistakes is quickly diminishing. Our recent research found that 53% of customers wouldn’t shop with a retailer again after receiving the wrong item – a clear indication of how the fulfilment experience can directly impact brand loyalty.

The pressure is mounting on UK retailers to meet these rising expectations and achieve near-perfect fulfilment accuracy. In fact, retail order accuracy now ranks as the number one concern for retailers when it comes to customer fulfilment.

Fulfilment and operations are core functions of the customer journey

In Delivering Happiness, Zappos CEO, Tony Hsieh advocated that happiness is a journey, not a destination. The same can be applied to the customer experience – delivering a positive experience depends on every stage of the journey being seamless, not just the final outcome. Fulfilment and operations form a critical part of that journey, often representing the lasting impression a brand leaves and directly shaping how customers experience a brand.

To deliver a positive customer experience that drives both growth and customer retention, supply chains must be agile, scalable, flexible and above all, accurate. Inaccuracies can result in lost revenue, increased return rates, higher cost to serve, reduced profit margins and long-term reputational damage.

Our research supports this, with 56% of retailers agreeing that their existing fulfilment operations have negatively affected their ability to grow and 58% agreeing that existing operations have impacted their ability to serve customers efficiently.

Automation drives accuracy and reduces error rates

Warehouse automation and robotics provide a scalable and flexible solution to improve fulfilment accuracy and reduce errors. By integrating intelligent systems across fulfilment processes, retailers gain greater visibility, consistency, speed and warehouse quality – without sacrificing accuracy.

Automation also plays a key role in streamlining returns. By improving returns processing, retailers can enhance customer satisfaction, reduce stock levels and improve turnaround times, supporting long-term brand loyalty.

Finding the right automation partner

Poorly integrated or mismatched systems can cause inefficiencies that increase complexity and can be costly and time consuming to resolve. Implementing automation effectively requires the right partner that can help you find solutions tailored to your specific needs.

Inteq specialise in sustainable and scalable robotics and automation systems that are purpose-built for your business. We work closely with clients to identify fulfilment challenges and implement solutions that deliver enhanced accuracy for long-term success.

Real results: a leading fashion brand

Read the case study : Discover how our collaboration with a leading global fashion brand resulted in:

• Doubled picking rates and 99% picking accuracy
• Increased returns processing – from 100 units per hour to 350
• 99% of returns being processed within 24 hours

Driving growth and loyalty through smarter fulfilment

With fulfilment now an integral part of the customer journey and vital to customer satisfaction and brand loyalty, investing in the right automation strategy is business critical. To drive sustainable growth and customer retention, retailers must prioritise systems that enhance fulfilment accuracy, reduce errors and contribute to delivering a consistently premium customer experience.

Discover how automation drives long-term customer loyalty – download Fit for growth – Achieving a profitable future through robotics and automation.

Written by

Tim Wright

Technical Director