Waitrose expands in-home delivery service

Date : 16 May 2019

Waitrose & Partners is extending its in-home unattended delivery service, While You’re Away, following a successful initial trial.

Successful pilot

In October 2018, Waitrose became the first UK retailer to deliver groceries through in-home unattended delivery. The retailer’s While You’re Away service was initially trialled with 100 customers located within the delivery area of its dotcom fulfilment centre in Coulsdon, South London. Due to positive customer feedback, Waitrose is extending the current trial to 1,000 customers.

The shopper can grant access to the delivery driver using Yale smart lock technology, by setting a temporary access code for the lock, which is then sent to Waitrose via a secure app. The driver receives this code at the time the customer has booked the delivery and is deleted once complete.

Increase in unattended in-home delivery

Shoppers’ expectations are continuously increasing when it comes to getting the goods they want in a quick, and convenient way. During 2018, we saw numerous leading global retailers trialling unattended in-home delivery services. Along with Waitrose, Edeka, Albert Heijn, Walmart, Amazon, Jet.com and ICA have all trialled delivery this way in their respective markets.

IGD’s ShopperVista research tells us that in-home unattended deliveries appeal to 1-in-5 British online shoppers, rising significantly among younger shoppers who are more comfortable with the security of this technology. There is a significant amount of trust required on the behalf of the shopper to sign up to such trials. If retailers are able to deliver the goods, shoppers are likely to build more loyalty with a retailer as trust and the convenience of the service builds.

Want to know more?

We present seven case studies from around the world of retailers that are driving forward with unattended in-home delivery in our Retail Analysis report here.

Find out how online shoppers want their groceries delivered in our The last mile – what do shoppers want? report on our ShopperVista service.