Understanding the Parcel Delivery Tipping Point for Consumers

Delivery expectations and how long are we prepared to wait for a parcel based on the nature of the purchase:

• Distress Purchase – 58% of respondents expect a distress parcel to be delivered same day or within one day
• Need Purchase – 31.5% were prepared to wait two days, while 29% expect a Need Purchase to be delivered either same day or within one day
• Really Want Purchase – 81% of respondents were prepared to wait more than two days and anything up to eight+ days
• Nice to Have Purchase – 60% of respondents were quite happy to wait more than four days with one sixth stating they would wait eight+ days

How much are we prepared to pay – 88% of those surveyed stated that they would be prepared to pay for a one to two day delivery. Consumers also stated that they would be prepared to pay for Must Have, Want and Nice to Have Purchases.

What we love about online shopping – 92% said they love the convenience of online shopping. Consumers also loved the ease of shopping, the fact that they could get what they want and not having to queue.

What we hate about online shopping – 66% of respondents stated that they hate returning parcels. Consumers also hate finding the right size and signing for parcels.

The dream delivery experience is all about visibility and control – 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.”

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