Parcel Logistics: Recipients Want Workplace Delivery
What do recipients think about innovative parcel delivery services? How can providers integrate customer preferences into their workflows? What trends have the potential to gain market and customer acceptance over the medium term? All these questions, and more, have been answered by a new representative survey conducted on behalf of auditing and consulting firm PricewaterhouseCoopers (PwC)
The PwC consumer survey polled 1,029 Germans online. The results are thus representative. The findings at a glance:
- Consumers are generally wary of new delivery services, especially deliveries to car trunks.
- Over half of respondents have neighbors personally accept their parcels if they are not home.
- Nearly 50 percent use self-service parcel kiosks and stations or would do so if they could.
- The most popular innovative delivery service is the “ship to workplace” option.
Poor customer acceptance dooms many alternative delivery methods
Parcel service providers have to deliver – in both senses of the word: as customers’ expectations grow, so does their power. Online buyers can already choose among a wide variety of delivery options (same day, 24 hour, custom timeframe). In future, industry experts expect buyers to have an even bigger role in determining who delivers their packages.
To survive in an increasingly competitive market, service providers will have to be more innovative and flexible. That is why parcel companies are innovating in search of faster and more personalized delivery options without driving up costs. After all, they have to find or develop delivery models that are not only practicable and cost-effective, but also widely accepted by customers.
90 percent fear possible liability issues
However, most consumers reject the innovations:
- Two-thirds refuse to have parcels delivered to their car trunks.
- Most are also reluctant to have a drone deliver their long-awaited parcel. Only 30 percent are open to the concept.
- A mere 20 percent like the idea of finding their parcel hanging from their door in a fabric bag when they come home.
But why are consumers so averse to alternative logistics solutions? The PwC study provides some answers. Nine out of ten respondents said they didn’t know who would be liable if a package was lost or damaged.
Delivery to the workplace? 60 percent prefer this solution
Workplace delivery, by contrast, is exceedingly popular. 60 percent of respondents would like to have parcels delivered to their company or office. They feel this is a convenient, time-saving option for active professionals who are rarely or never at home during the day.
This delivery option has gained in popularity, too. Favorable responses have risen another ten percent since 2014. Respondents are also more willing to pay a “small sum” for this additional service.