UK retailers appear more ready than shoppers to hand delivery decisions to AI: a Scurri survey reported by Modern Retail on 30 September 2026 found 58% of surveyed enterprise retailers were likely to use AI for delivery strategy and carrier operations, while 37% of surveyed consumers were comfortable with AI making decisions that affect their deliveries. The findings suggest acceptance turns on what the AI may do—and whether customers can understand, stop, or hand off its actions.
What the survey says about AI and deliveries
Scurri’s survey, as reported by Modern Retail, covered more than 1,000 UK consumers and 150 UK enterprise retailers. The report does not provide field dates, exact question wording, recruitment details, or weighting, so the percentages should be read as survey findings rather than independently verified estimates of the wider UK population.
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Among surveyed consumers, 37% were comfortable with AI making decisions that affect their deliveries, 38% actively disagreed, and 25% were undecided. Among surveyed enterprise retailers, 58% were likely to use an automated AI system to manage delivery strategy and carrier operations. The contrast indicates a readiness gap, but the questions concern different groups and perspectives: retailers’ planned operational use versus consumers’ comfort with AI affecting their deliveries.
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Support varies with the scope of the task. Consumers were more open to defined assistance than to broad authority over delivery decisions.
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| Delivery task or response | Reported share |
|---|---|
| Use an AI agent to track a delivery | 64% of surveyed consumers would allow it |
| Use an AI agent to resolve a late or failed delivery | 51% of surveyed consumers were comfortable with it |
| Use an AI agent capable of automatically resolving a delivery problem | Six in ten surveyed consumers were likely to use one |
The reported figures distinguish comfort with a particular action from likelihood of using an agent with a stated capability; they should not be treated as identical measures. Tracking provides status information, while resolving a failed delivery can involve decisions with consequences for the customer. The broader the agent’s authority, the more important it is to establish what it can change and when it must ask first.
What safeguards consumers say matter
The survey’s reported comfort factors point to control at the customer interface, not just automation behind the scenes.
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- Disclosure: 85% expected retailers to make clear when they were interacting with AI.
- Human switch at any point: 34% identified this as a factor that would make them more comfortable letting an AI agent act on their behalf.
- Permission before action: 33% cited approval before the agent acts.
- Immediate override: 29% cited being able to overrule the agent.
- Visibility: 24% cited being able to see what the AI had done.
These are reported comfort factors, not a ranking of product features or a technical assessment. Taken together, they suggest a practical design principle: identify the AI clearly, define its authority, show its actions, and make escalation or reversal accessible.
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Retailers surveyed expected AI to support several delivery-operations tasks. The most commonly reported uses were:
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| Expected operational use | Share of surveyed retailers |
|---|---|
| Automating order allocation to final-mile carriers | 34% |
| Predicting and preventing failed deliveries | 33% |
| Managing technical integrations | 33% |
| Monitoring delivery problems and carrier performance | 31% |
By contrast, the consumer-facing priorities named in the report were real-time tracking, faster refunds, accurate delivery dates, and earlier warnings when a problem occurs. Operational improvements may help with those outcomes, but the survey does not establish that any specific AI use will deliver them. A retailer’s internal efficiency goal is not, on its own, evidence that customers will welcome an agent making decisions for them.
How retailers can close the control gap
Rory O’Connor, Scurri’s founder and CEO, described the distinction as “a dividing line between AI that removes friction and AI that removes control.” The distinction is useful for evaluating a proposed delivery agent: a narrow task with an obvious benefit is different from open-ended discretion over a parcel’s destination, timing, or remedy.
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- Separate information from action. Tracking a parcel is not the same as changing a delivery instruction or selecting a remedy.
- Bound the agent’s authority. Define which problems it may resolve automatically and which require customer permission.
- Make actions visible and reversible. Customers should be able to see what changed and use an override where appropriate.
- Keep a human route available. The reported expectation is not merely that human support exists somewhere, but that it remains an option.
- Disclose AI interaction. Make clear when customers are dealing with an AI agent rather than a person.
O’Connor also said the most effective use of delivery AI would combine automation behind the scenes with “transparency and choice at the customer interface.” The survey supports that distinction in the sense that retailer interest in operational automation coexists with consumer demands for human access, disclosure, permission, override, and visibility.
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All percentages and task findings in this article come from the same Scurri survey as reported by Modern Retail on 30 September 2026. The report gives sample sizes—more than 1,000 UK consumers and 150 UK enterprise retailers—but omits methodology details needed to judge how representative the samples are. The results are evidence of the responses reported in that survey, not proof of what all UK shoppers or retailers believe or will do.
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