Consumer Experience with Delivery Services & Why It Matters

Apr 23, 2019 by

In a culture of ever-increasing convenience, the logistics industry is adapting to continued growth in customer demand, both in terms of standards of service and sheer quantity of orders coming in.

Of course, in business, the customer is always right and their experience paramount, and consumer satisfaction is becoming an exponential focus of B2C and C2C logistics providers.

So, what do people want, who does it best and why does it matter more than ever to our couriers?

What Do People Care About?

Logistics is, fundamentally, a pretty simple business. It really boils down to three key areas: speed, visibility and price – and probably in that order.

These days, speed comes first. According to Dropoff, 99% of US consumers consider fast delivery as important to them when making a purchase. A stunning figure, but one that shows how far modern logistics has come, along with the cultural attitude towards it. It’s not so long ago that next-day delivery was an expensive and infrequent service; today it’s often thought of as a minimum expectation.

Second, people want to know where their package is. The same Dropoff survey noted 88% of consumers valuing the ability to track shipments and it’s another feature that has gone from novelty to standard practice in a matter of years.

Finally, whilst consumers are happy to pay for better convenience, price will always play a part in the decision-making process. With companies like Parcel2Go offering swift, secure and tracked packages from just a couple of pounds, big brands cannot afford to think that price point is no longer a factor.

Who Are the Best Companies?

Here in the UK, Which? carried out a survey asking shoppers to rank the best and worst delivery services in the nation.

City Sprint and UK Mail, two of the newer kids on the block, finished highest in the table with satisfaction scores of 92% and 88% respectively. Amazon’s logistics arm came third on 87%, whilst big names like Parcelforce (joint 5th), Hermes (joint 7th), DHL and Fedex (joint 9th) made up the body of the table.

DPD and Yodel were considered the worst two providers, both finishing on 80%, with UPS just above on 81%

Why Does It Matter?

So, for the likes of UPS, DPD and Yodel, why should this kind of feedback matter? After all, 80% isn’t a particularly bad score.

Well, surging deliveries in the industry have meant a rise in competition, and emerging companies like Deliv and Postmates are looking to get in on the action. As competition increases, so does product innovation, meaning couriers are constantly looking to one-up each other with the best possible service for consumers.

With such competitive offerings, customer expectations are moving higher and higher, placing increased pressure on providers, and so the cycle continues. If you ignore the feedback from the consumer, you are potentially ignoring key ways to streamline your product.

So, when the Yodels and DPDs of the world are doing just OK, it would be foolish to think that would be acceptable in such a fiercely aggressive marketplace. With service levels pushing higher to meet demand every day, satisfactory service will no longer be enough to keep hold of expectant consumers.

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