With the growth of internet shopping being experienced at the moment, ways of delivering customer service are evolving rapidly. The number of parcels being shipped is increasing exponentially and customers are having to adapt and make different choices for their delivery. A little while ago the main issue was whether the internet based virtual shop was trustworthy. Nowadays the main concern is to choose which organisation can be relied upon to deliver the goods on time. Is delivery becoming a key buying criteria to the extent that good customer service will become known as good service delivery?