UK consumers are beginning to lose faith in the reliability and convenience of home parcel deliveries, according to research from Quadient. 47 per cent of adults 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 home delivery that can address these issues. For instance, consumers are willing to combine a journey for other reasons with picking up parcels. Given the option, consumers would replace on average 47 parcel deliveries or pick-ups a year by trip ‘chaining’: the equivalent of 1.4 billion miles a year driven by couriers across the UK.
The survey also found that 36 per cent of consumers have received a “sorry you were out” card for a delivery while they were still at home. 35 per cent are more worried about parcel theft now than they were before the COVID pandemic – understandable when police data shows parcel theft increased by 300 per cent in three years. 42 per cent say the number of delivery vehicles in their neighbourhood each day is making it less pleasant and safe and 31 per cent feel under pressure to have fewer parcels delivered for economic and environmental reasons but lack an alternative. 45 per cent say existing click-and-collect services are too frustrating to use regularly, reducing its attractiveness as an alternative to home delivery.
“Home parcel deliveries are an essential lifeline to many people, and despite poor experiences, they are still a vital part of the retail economy,” said Katia Bourgeais-Crémel, EVP parcel locker solutions 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 traditional home deliveries or click-and-collect counters, 72 per cent 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 per cent 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 per cent of consumers would like to use parcel lockers but their closest options are only used by one company, making them less practical.
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