NetDespatch UK Delivery report exposes same-day delivery myth

Just 3% of consumers want same-day delivery and delivery-to-home remains the preferred option despite self-service alternatives offered by suppliers

NetDespatch, the leading SaaS parcel data management
platform for postal and parcel carriers, today released the results of its 2019
Delivery Report
, based on a survey of 2013 UK adults who had received
deliveries in the past six months.

The survey, carried out by independent research organisation
Opinion Matters, examined consumer sentiment around parcel delivery choices,
exploring what consumers want from a positive delivery experience and what
suppliers actually deliver. It found that, while having a predicted delivery
slot and timely order and delivery confirmation are important to UK consumers,
just three per cent say that same-day delivery is a must-have, while almost
half have no desire to use additional self-service options offered by

Key findings from the surveyed UK consumers include:

  • Delivery speed – 3% of respondents said that they  want same-day delivery, 29% say next day delivery is usually sufficient while 62% are happy with 2-5 day delivery stating it is usually ok
  • 48% are not in favour of more self-service options
  • 82% prefer goods to be delivered to their home address
  • 41% will not order from a supplier that does not offer their preferred delivery option
  • Half of respondents have no preferred carrier on the basis of delivery options. For 24%, Royal Mail is the carrier of choice

Same-day speed is not a delivery panacea

Commenting on the figures, Matthew Robertson, co-CEO of NetDespatch said: “The results expose the myth that consumers want ever-faster deliveries and multiple self-service delivery options. This should be a welcome reality check that what customers primarily want is to know that their order has been successfully taken and delivered, and when they can expect their parcel.”

Asked what makes a positive delivery experience, 96% of
respondents said order confirmations were fairly or very important, 91% valued
a predicted delivery window and 92% said delivery confirmations were fairly or
very important.

Less value was placed on options such as in-flight
redelivery, which 46% said was not at all or not very important to them.
Similarly, 48% said they were not in favour of more self-service options,
despite this having been an area of significant recent investment for retailers
and carriers.

Home delivery remains the most popular option

82% of respondents prefer to have parcels delivered to their
home address when delivering to their home. Delivery to the workplace is the
preferred option for just 10% of respondents. 25% said they preferred having
items delivered to a safe place, while 24% would rather have parcels delivered
to neighbours.

Despite these preferences, respondents said that suppliers
don’t always offer the basic delivery options they would like (59%) sited at
least one preference which suppliers do not offer. This is a risk, as 41% said
they will not order from a supplier that doesn’t give them the delivery options
they prefer.

More than a quarter (26%) of respondents with a preference
regarding delivery options when ordering goods to their home said suppliers
didn’t offer convenient delivery at a time they would be at home. This was
particularly a problem for those who work full time either at home or away from
home, 29% of whom said this was their preferred option but was not always
offered by suppliers. 10% said suppliers didn’t offer a ‘leave with a
neighbour’ option, while 12% said some suppliers didn’t offer delivery to a
nominated safe space.

When it comes to missed deliveries, 52% of respondents who
had been not been at the delivery location then their delivery arrived said
that carriers did not fulfil their preferred options for a missed delivery.

Matthew Robertson continued: “In the light of these consumer
preferences the question is whether, by focusing obsessively on delivery speed
and offering more and more out-of-home options, the industry is unnecessarily
setting itself up to fail? Our survey indicates that UK consumers prefer
straightforward delivery-to-home in a one to five-day timeframe at a time that
suits them. They want an accurate service that tells them when to expect their
delivery. They are not looking for alternative options such as parcel locker or
in-boot delivery. These have become red herrings that distract from what the
customer really wants from parcel delivery.”

Among the surveyed consumers, half had no preference for
which carrier was used. Royal Mail was the most popular, chosen by 24% on the
basis of its delivery options. DPD was next most popular, selected by just over
10%. No other carrier ranked higher than 8% with consumers. Matthew Robertson
comments: “This general lack of carrier loyalty means there’s an opportunity for
a carrier that really listens to customer preferences and offers them the
delivery service they actually want to come in and make a name for themselves –
no gimmicks, just good, predictable service.”

Source: Courier News

NetDespatch UK Delivery report exposes same-day delivery myth

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