New survey shows scale of delivery issues for UK online shoppers

Quadient has announced the findings of a survey into shopping behaviour and parcel delivery expectations, as consumers prepare for Black Friday and Christmas. The survey of 1,000 UK respondents conducted in October 2020, highlights the need for reliable incoming parcel management as delivery volumes rise.  

Key findings of the research include:

·       Half of UK shoppers will do most of their Black Friday and Christmas shopping online for delivery or click and collect this year with nearly a third (31.5%) opting for home delivery 

·       31% of shoppers expect to miss at least one delivery that will require redelivery attempts or depot collection this year 

·       48% of online Black Friday and Christmas shoppers say they'll shop that way due to COVID-19 restrictions, while 45% cite convenience

·       Parcel locker users, asked about the most likely reason they use lockers, cited convenience (24%) and 24/7 availability (22%), but COVID-19 restrictions are also influencing locker use, with 17% giving that reason. 

Bren Standell, Commercial Director Parcel Lockers Division UK/IRL at Quadient said, "now that online shopping is such a part of our everyday lives, shoppers will want quick, convenient and secure deliveries this holiday season. For multi-tenant buildings, the issue of incoming parcel management is particularly acute, as managers and agents will want to minimise parcel build-up and provide a safe and secure way for tenants to take delivery of their items with reduced contact. As parcel volumes rise, property managers and agents will also want a solution that reduces operational expenses and increases resident satisfaction." 

Security can be an issue when shoppers aren't available to take delivery of their parcels directly. Of all respondents to the survey, a fifth experienced lost or stolen parcels in the last 12 months. Meanwhile, solutions that help multi-tenant residents return unsuitable goods are likely to grow in popularity, as nearly 50 per cent of consumers responding to Quadient's survey return items they'd had delivered. 

The survey also found:

·       Missed deliveries are a perennial problem, with 42% of shoppers saying they missed at least one delivery that required a redelivery attempt or depot collection last year

·       29% of UK consumers shop online more than once a week; nearly three-quarters (73.5%) shop online at least once a month

·       Almost 2 in 5 (38%) use parcel lockers.

Bren added, "this year, many consumers have had to change their shopping habits, and this has brought to the fore issues with missed online deliveries and parcel storage. As residents continue to shop online more than usual, we can expect to see increasing pressure for parcel management that meets the needs of efficiency, security and convenience. Tackled in the right way, incoming parcel management can provide tenants with parcel deliveries and collections from home, while eliminating pressure on staff."

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