Web retailers are still making limited use of the opportunities that logistics parties offer for last mile delivery. GfK states. Consumers are said to have little choice of parcel deliverers and service options at online shops. Even though the possibilities are endless.
Webshops offer little choice
Many parcel delivery companies offer the option of next-day delivery, same-day delivery or delivery at a specific time slot. But not even a quarter of online shops give consumers a choice in this, GfK research shows. The survey shows that consumers do not think it is so important which logistics carrier handles the delivery, but they do value choice for the delivery time. 72 per cent of consumers would like to have a choice in this. In addition, a quarter of consumers surveyed are willing to pay extra for same-day delivery.
Free returns
Consumers want to be able to easily return products they have ordered online. They also prefer not to pay for this. Some 89 percent of respondents consider a "simple and free of charge returns process" very important, as well as "on-time and undamaged delivery". Some 97 per cent of respondents said they consider it very important.
Consumers do not want to pay extra for pick-up point
Delivery within a few hours is not necessary for many consumers. 67 per cent of respondents indicated that delivery within two hours is not necessary. 35 per cent of consumers want to determine the pick-up location themselves. Older online shoppers prefer supermarket pick-up locations. A majority of respondents do not want to pay extra for choosing a pick-up point.
Editorial LogistiekProfs
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