A new survey commissioned by parcel data management platform NetDespatch has revealed that 78% of consumers now choose alternative delivery options for their goods, such as lockers, convenience stores, and click and collect, with only 22% saying that home and work delivery is the only option they consider.
Independent market researcher Opinion Matters polled over 1,000 online UK shoppers to better understand consumer opinion on delivery choices and uncover the parcel delivery tipping point, where consumers are prepared to pay for flexibility around their delivery choices.
When it comes to online shopping, convenience far outweighs price. Nearly half (47%) of respondents stated that being able to shop when they want and not when the shop is open was a top priority. The survey also found that 88% of respondents would be prepared to pay for a one or two day parcel delivery service, depending on the nature of the purchase.
The types of purchase were broken down into four categories: distress purchase; need purchase; really want purchase; and nice to have purchase.
For distress purchases, 58% of respondents expect the parcel to be delivered same day or within one day. For a need purchase, 31.5% were prepared to wait two days, while 29% expected it to be delivered either same day or within one day. For a really want purchase, 81% of respondents were prepared to wait more than two days and anything up to eight or more days. For a nice to have purchase, 60% of respondents were quite happy to wait more than four days with one sixth stating they would wait eight or more days.
Matthew Robertson, co-CEO of NetDespatch, said, “The results from the survey clearly highlight how important convenience is to online shoppers, more important than price in many cases. There is also a clear drive for flexibility from consumers, they are willing to pay more to have greater control over the delivery timeframe. The million-dollar question is how much? Our survey shows that this most definitely depends on the type of purchase.
“Visibility, control and being kept informed of the steps in the delivery journey are clearly key factors in making that delivery experience a dream. In order to achieve this retailers and carriers need to be agile, they need technology and data to deliver that information, and they need a seamless process that enables parcels to glide out the door to the consumer.”
The study was carried out in August 2016 and sampled 1,000 online shoppers.
To obtain a full copy of The Tipping Point: Parcel Delivery, click here.
October 26, 2016
