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IDIS Gold Standard

IDIS Gold Online Assessment Calculator

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You are currently at Stage 1 of three stages: Delivery profile

DELIVERY TYPE

Mail/small package

Larger package

Signed for

Time-definite

Two-man
delivery
 

Check box for each type of delivery that you make through the website you wish to have accredited.

Letter-boxable Not letter-boxable Letter-boxable
or not		 Letter-boxable
or not		 Not letter-boxable
Signature is not required Signature is not required Signature IS
required		 Signature IS
required		 Signature IS
required
    Express / timed delivery Express / timed delivery
          Appointment required
 

• If you do not check a column, you will not be asked to supply details in connection with it, but please note that you will not be eligible for accreditation if you make any deliveries of this type from the website in question.

• For some types of delivery you are not expected to answer all questions in the following screens, and in these cases there will be no radio ("option") buttons to click. Wherever radio buttons are shown, you must click one of them.

  

2013

You are currently at Stage 2 of three stages: Accreditation questionnaire

These are the first 4 of 16 questions: Web browsing      Questions completed by end of this page: 4

WEB BROWSING

Mail/small package

Larger package

Signed
for

Time

definite

Two-man
delivery

 

1. At what stage do you advise customer of product availability?

Please check response

a. Following check-out, after the customer has paid.

b. At the check-out, when the customer is about to pay.

c. When a product has been selected / placed in basket.

d. When the customer is browsing / reviewing a product.

2. How do you make your headline delivery options visible and clear as part of the product offering?

Please check response

a. Providing delivery information on a 'Help', 'Information' or FAQ page but not specifically identified or signposted within other pages.

b. Providing an obvious 'Delivery' button on the home page with a link to specific information on delivery.

c. Providing an obvious 'Delivery' button on the home page and each product listing page with a link to specific information on delivery.

d. Providing an obvious 'Delivery' button on the home page and each individual product page with a link to specific information on delivery.

3. How do you make sure that delivery terms and conditions are clearly signposted?

Please check response

a. Providing delivery (T&Cs) information on a 'Help' or an 'Information' or FAQs page, but not specifically identified or signposted within other pages.

b. Providing a clear T&Cs information link on the home page.

c. Showing an icon or link on each specific product page linking to the delivery terms for that product.

4. How do you make sure that customers are aware of their responsibilities when receiving deliveries, particularly regarding 'safe place' and signature requirements?

Please check response

a. Providing delivery (T&Cs) information on a 'Help' or an 'Information' or FAQs page, but not specifically identified or signposted within other pages.

b. Providing a clear information link on the home page linking to the consumer's general delivery responsibilities.

c. Showing an icon or link on each specific product page linking to the consumer's delivery responsibilities for that product.

 

 

2013

You are currently at Stage 2 of three stages: Accreditation questionnaire

These are the next 7 of 16 questions: Buying      Questions completed by end of this page: 11

BUYING

Mail/small package

Larger

package

Signed
for

Time

definite

Two-man
delivery

 

5. Once the customer has selected his/her product/s, how do you offer a range of delivery speeds and timed delivery services appropriate to the customer's particular circumstances, and to the content of the basket and the delivery location?

Please check response

a. One delivery option.

b. More than one delivery speed option.

c. More than one delivery speed, and timed options.

d. Multiple delivery options including specific nominated day and/or timed delivery windows (to allow the customer to be at home to receive delivery).

6. How do you cater for customers who may not be able to be at home to receive the delivery?

Please check response

a. No specific measures.

b. Driver allowed to use judgement to leave goods.

c. Accept limited alternative delivery options such as safe place and leave with neighbour, and accept delivery instructions.

d. Actively offer a range of alternative delivery options such as safe place, delivery box, leave with neighbour and alternative delivery (pick-up) address, and accept delivery instructions.

7. Do you provide the facility to accept customers' delivery requests (even after check-out and prior to delivery)?

Please check response

a. No facility offered.

b. A range of pre-set options provided (eg via check box or drop-down list), with free text for 'safe place' details if offered.

c. Free text field.

8. At what point do you summarise the customer's delivery selection and associated customer responsibilities (including signature requirements) and delivery conditions?

Please check response

a. Not at all.

b. After order has been accepted / paid for.

c. At check-out prior to payment.

9. When do you confirm the delivery charges?

Please check response

a. Not at all.

b. After order has been accepted / paid for.

c. At check-out prior to payment.

10. At what point do you advise the customer when you expect the goods to be delivered?

Please check response

a. Not at all.

b. After order has been accepted / paid for.

c. When items placed in basket or at check-out prior to payment.

d. When the customer is browsing / reviewing a product.

11. What does your confirmation of the customer's order include?

Please check response

a. No confirmation of delivery choice.

b. The selected delivery choice.

c. The selected delivery choice and expected delivery date / window.

d. The selected delivery choice, expected delivery date / window, and a clear link to Terms & Conditions including customer responsibilities.

 

 

2013

You are currently at Stage 2 of three stages: Accreditation questionnaire

These are the next 4 of 16 questions: Transit/delivery      Questions completed by end of this page: 14

IN TRANSIT / AT DELIVERY POINT

Mail/small package

Larger package

Signed
for

Time

definite

Two-man
delivery

 

12. How do you keep the customer informed about the progress of their delivery?

Please check response

a. No confirmation is provided.

b. Notifying the customer when the goods have been despatched.

c. Providing an estimated delivery time window at the time of despatch.

d. Providing an estimated delivery day / window at the time of despatch AND a phone / email / SMS contact the day prior to delivery, confirming an estimated delivery time window.

e. Providing an estimated delivery day / window at the time of despatch AND phone / email / SMS contact on the day of delivery with an estimated delivery time window.

13. How do you provide access to track and trace information (where tracking option is provided by the customer's selected delivery option)?

Please check response

a. Not applicable (no track and track service offered for any products).

b. You don't provide your customer access to any track and trace information.

c. Asking your customer to call your customer services: delayed response.

d. Asking your customer to call your customer services: real-time response.

e. Giving the customer online access to real time track and trace data.

f. Giving proactive advice of any delay in delivery.

14. If despite your best efforts first delivery failed, how do you arrange 're-delivery' for the customer?

Please check response

a. Leave the carrier to attempt redelivery.

b. Allow the customer to request a re-delivery.

c. Allow the customer to request a re-delivery to the specified address or to nominate an alternative delivery address or drop-off point.

d. Allow the customer to request a specific re-delivery day (for which a premium may be charged).

 

 

2013

You are currently at Stage 2 of three stages: Accreditation questionnaire

These are the last 2 of 16 questions: Returns      Questions completed by end of this page: 16

RETURNS

Mail/small package

Larger

package

Signed
for

Time

definite

Two-man
delivery

 

15. How do you provide your customers a convenient way to make returns?

Please check response

a. We don't provide a returns offer; we leave it to the customer to make their own arrangements (i.e. statutory returns only).

b. Providing either a collection OR a drop-off option (paid or free).

c. Providing a collection AND a drop-off option (paid or free).

d. Providing a range of collection and drop-off options (paid or free).

16. How do you provide your customers with confirmation of return?

Please check response

a. Providing a refund once the item has been examined. No confirmation of delivery.

b. Confirming delivery to the customer at the time you receive the goods back. Refunds made once the item has been examined.

 

  

2013

Product delivery typesa Web browsing a Buying a Transit and delivery a Returns a Your details
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Issues to consider

As a minimum this will include general cut-off times, geographic area covered, free and paid delivery options, timed / express delivery options, tracked delivery options.

Key pages will include Home, Check-Out.

Issues to consider

As a minimum this should include policy and process for cancellation, returns (damaged, unwanted), signature requirements, safe place requirements, how to access tracking information and how to raise a delivery issue or complaint.

Issues to consider

This will also include ensuring address accuracy, returns and selection of tracked delivery options.

Issues to consider

Subject to the delivery location or type of product, the options may include express delivery, timed delivery and delivery tracking.

Issues to consider

For any product that will not fit through a letterbox, there is always a risk that the recipient will not be at home to receive the consignment, and that the delivery attempt will therefore fail, so in such cases your chance of first-time success will be greatly enhanced if you have at least one alternative solution in place.

Issues to consider

Successful delivery is defined as supplying the product in good condition, within the agreed timeframe, in accordance with the customer's instructions / requirements. It can include delivery made to a safe place or alternative location of the customer's choosing. A delivery attempt where a card is left and the goods taken away for collection or re-delivery (for whatever reason) is NOT a successful delivery, even if this attempt is made within the timeframe specified. Delivery success rates will need to be verified.