What customers want: Speed, tracking and timed deliveries

Bike CourierNew research “The Tipping Point: Parcel Delivery”, commissioned by NetDespatch, reveals that 78% of consumers are now choosing alternative delivery options for their goods such as lockers, convenience stores, the Post Office and Click & Collect with only 22% saying that delivery to home or work is the only delivery option they consider.

The survey lends weight to eBay’s collect at Argos or Sainsburys service and the reason why Amazon have invested so much in lockers and the Pass my Parcel service with Smiths.

The key findings of the research concluded that 88% of respondents were prepared to pay for their delivery if it was a one to two day service. You don’t necessarily have to offer free delivery to those shoppers who need their item delivery quickly. 66% of those surveyed stated that they hate returning parcels and 32% hate having to sign for parcels. In addition to this Post Office tops the options for an alternative delivery option.

When asked about the three most important elements that make for a positive delivery experience, 82% ranked the ability to track online in their top 3, 70% wanted an exact window for delivery, and 65% wanted to be notified of the steps in the delivery journey.

Matthew Robertson concludes: “Visibility, control and being kept informed of the steps in the delivery journey are clearly key factors in making that delivery experience a dream. In order to achieve this retailers and carriers need to be agile, they need technology and data to deliver that information, and they need a seamless process that enables parcels to glide out the door to the consumer.”