Marketing

Customers expect these services when they deliver their parcels – eCommerce Magazin

The most emotional part of an online order is the shipping and the Shipping statuswhen the desired article makes its way to the customer. But it is precisely at this point that retailers have so far paid little attention to one good customer experience. The Munich specialist for operations experience, parcelLab, together with the market research institute YouGov, asked a total of 2,000 online shoppers in Germany in June 2020 about their wishes and expectations when it comes to sending parcels – with some surprising results.

The shipping status is important to the customer

96 percent of customers do not care whether the packaging is printed with the provider’s logo or not. However, 42 percent of online shoppers would ship their order in one environmentally friendly recycled cardboard welcome. 71 percent of customers would like to choose the logistician themselves. The main reason for this, for 79 percent, is that Reliability of delivery to be able to influence. Another third would like to be able to choose the delivery service whose parcel shop is in the immediate vicinity.

Little acceptance for Click & Collect

Ideally, parcels are delivered personally to your own front door. But if the recipient is not on site, alternative concepts are required. 55 percent of consumers prefer permits for alternative parking spaces such as their own garage or stairwell. Picking up at a post office or a packing station is also used by half of all respondents. Apparently innovative offers like Click & Collect are used by only 28 percent of online buyers. 54 percent even actively reject this option. The biggest no-go for web shoppers in this country is trunk delivery. Here three quarters of customers say “no thanks”.

Customers want to know where their parcel is right now

There is also potential for optimization when it comes to shipping communication. The interest of customers in the current processing status of their order is shown by the fact that 91 percent of online customers say they use Track & Trace features in their shipping notification. But retailers should also be more proactive in providing information about the shipping process. The most important information here includes a message if the shipment is delayed (68 percent), the fact that the package has been sent (67 percent) and a confirmation that the customer’s return has arrived (56 percent).

In general, there are various communication touchpoints during the shipping period, which on average are considered useful by every second customer. “In order to improve the operations experience when receiving parcels, two things are essential on the part of the sender,” says parcelLab co-founder Anton Eder. “Customers want more individual and flexible shipping services – among other things through the choice of logistics company. And they want to be better informed about where their order is. ”

Also read: Where is my order: Retailers need to provide more detailed information about the shipping status