The Netherlands' hundred largest online shops barely do green delivery. Nine out of ten retailers do not offer customers sustainable delivery options.
This is according to the Paazl Delivery Index 2019. The e-fulfilment specialist asked the hundred largest online shops about their delivery options, including in terms of 'green delivery'. This means that a retailer makes an effort to get the order to the customer in the most sustainable way and is transparent about this.
No sustainable delivery
However, this delivery option is almost non-existent among Dutch retailers; 91 per cent of retailers in the Netherlands do not offer customers the option of ‘green delivery’. Only 8 per cent of retailers do offer this choice. Particularly in the case of supermarkets and when ordering
food and drink, customers are given the option to have their
have your order delivered ‘green’. Some retailers highlight the most sustainable option
by, for example, displaying a green icon next to
the time slot in which this sustainable option is available. The option is also offered at a lower price. “For a brand to project both customer-friendliness and
sustainability, it is important
to be transparent. Consumers are becoming increasingly
more aware of the impact of their behaviour on
the environment and are open to sustainable
solutions”, concludes Paazl. “As a retailer, you can capitalise on this by
telling the customer what choices have been
in terms of sustainability and
customer-friendliness.”
All retailers offer direct-to-home delivery. At 40 per cent of retailers, it is not possible to have the order sent directly to a collection point.
Delivery date often not communicated
The standard delivery times of retailers
vary. 66 per cent of retailers offer
‘next-day delivery’. 24 per cent can also deliver faster and offer the option of ‘express delivery’. However, customers do have to pay extra delivery charges for this. Paazl describes it as ‘striking’ that a delivery date is not always
is provided. Nearly half of the
retailers do not specify the
expected delivery date. “We also see that 17 per cent of
retailers do not offer consumers the option to choose a
choose a preferred delivery day and a preferred time slot
and do not provide an expected
delivery date at checkout. As a result, consumers
therefore have no clear idea of when
delivery of the order. “
Specify preferred delivery time
Almost half of retailers leave it up to the
customer to decide for themselves on which day they
order. With 25 per cent, it is possible
to specify a preferred time slot as well. With
this option, customers can specify when they
will be at home. In such cases, the first delivery attempt is more likely to be successful, according to Paazl. “This ensures a more efficient delivery process and greater customer convenience. After all, the
After all, the customer gains more control over the
order.”
Returns
More than half of retailers offer the option to return orders via a post office or service point operated by one or
more than one delivery service. With 54 per cent of retailers, it is also possible to return an order free of charge to the
shop. Returning items via a delivery service is not always free. 25 per cent of retailers ask customers to pay the postage costs themselves
or charge a small fee to return the order. With 68 per cent, the postage costs are paid
by the retailer and is free of charge for the customer.
