UK online shoppers suffering from parcel pandemonium, new Quadient research finds
UK consumers are beginning to lose faith in the reliability and convenience of home parcel deliveries, according to research from Quadient.
47% of the 2,000 people surveyed are worried that the way parcels are sent and received is not sustainable, and services will get worse and more expensive – citing experiences with missed or stolen deliveries; less safe neighbourhoods; the need to reduce emissions; and feeling pushed into unsatisfactory Click and Collect alternatives.
Consumers are open to alternatives to parcel delivery that can address these issues.
For instance, they are willing to use “trip chaining” – i.e. combining a journey to a shop, library or other local amenity with picking up parcels. Given the option, they would replace on average 47 parcel deliveries or pick-ups a year by trip chaining.
The survey also found:
36% of consumers have received a “sorry you were out” card for a delivery while they were still at home. 35% are more worried about parcel theft now than they were before the Covid pandemic.
42% say the number of delivery vehicles in their neighbourhood each day is making it less pleasant and safe.
31% feel under pressure to have fewer parcels delivered for economic and environmental reasons, but lack an alternative.
45% believe existing Click and Collect services are too frustrating to use regularly.
“Home parcel deliveries are an essential lifeline to many people, and despite poor experiences, they are still a vital part of the retail economy,” says Katia Bourgeais-Crémel, EVP Parcel Locker Solutions Sales & Operations Western and Central Europe at Quadient.
“However, it’s clear the expectations that have built up around fast, free, anytime delivery and even return of parcels aren’t sustainable, either for businesses or for the environment.”
“Instead we need an entire ecosystem that will allow people to order, receive and return parcels at their convenience, without committing to an unsustainable business model. The right mix of options will give people the convenience they need, reduce emissions, improve neighbourhoods, and create new opportunities for businesses.”
As an alternative to home deliveries or traditional Click and Collect counters, 72% of consumers are open to using smart, secure parcel lockers.
With respondents receiving an average of 72 parcels a year to their home, and sending 36 via couriers, adopting lockers could make trip-chaining simpler for consumers, and help retailers attract up to £13.7 billion in additional spending.
With online shopping and returns increasing sharply during the pandemic, consumers have grown to expect free, fast delivery, at a convenient time, and in many cases to even return items from their door at no charge.
However, many retailers and carriers have found that offering these services is no longer sustainable, resulting in a perceived drop in service quality.
53% of consumers noted that retailers’ delivery options are becoming less generous, for instance with fewer retailers offering free delivery without the buyer spending a large amount, or receiving deliveries at inconvenient times.
At the same time, the fractured nature of deliveries and collections – with many different companies offering different levels of services and using proprietary pick-up and drop-off locations – is preventing greater uptake.
For instance, 38% of consumers would like to use parcel lockers but their closest options are only used by one company, making them less practical.
“Automated parcel lockers are not the only solution for retailers and consumers, but they are an essential element of any ecosystem designed for sustainable, modern retail and delivery,” says Bourgeais-Crémel.
“An open network of lockers that can be used by any retailer or carrier, placed in locations from supermarkets and petrol station forecourts to car parks, stations and local amenities, will give retailers and consumers maximum flexibility when ordering, receiving and returning deliveries.”
“The benefits are clear: from lower traffic and emissions in communities, to increased footfall for businesses, to lower travel distances for carriers. Most importantly, consumers themselves will benefit from secure, reliable, affordable and convenient delivery, without the fear that services will collapse under increasing pressure.”
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