No less than seven percent of shipments are not delivered where the consumer wants, according to a data analysis of all shipments sent via shipping platform Wuunder in the past six months. PostNL, DHL eCommerce, DHL Express, DPD, GLS, TNT/FedEx, UPS, Ben Becker and Asendia. There are huge differences between the carriers. These differences directly affect the customer experience, resulting in more returns and fewer repeat customers. How do you prevent this as a retailer? We discuss that in this blog.

Delivery to neighbours

Everyone knows it: the bell rings and a delivery person is at the door. You have not ordered anything yourself, but it is the umpteenth package that you accept for the neighbors. Our figures show that the number of parcels delivered to neighbors has been rising for a number of years. In the past six months, between one and six percent of the shipments booked via Wuunder were delivered to neighbors every week. For some carriers, this percentage even rose above ten percent.

Delivery to the neighbors can create extra work for your customer service. Of course, it raises questions about where the package is, but there is also a chance that you will have to start an administrative claim process towards the carrier if the recipient never gets the package from the neighbors.

With home delivery being the most desired (and most environmentally friendly!) delivery option, it is smart for retailers to think about options to limit delivery to neighbours. The most important step in this is to let recipients choose a delivery time that suits them. Several carriers already offer this option. In addition, you can offer the customer the option to tick 'do not deliver to the neighbours' in the check-out. And when you sell a product that the customer may not want the neighbors to know about, an anonymous packaging and shipping address is recommended.

Parcel points and parcel lockers

In addition to delivery to neighbours, carriers regularly deliver parcels to parcel points or unmanned parcel lockers when the recipient is not at home. Although most delivery drivers first try to deliver to their neighbours, last year an average of five percent delivered to a collection point. In some weeks, this average shot up to twenty percent.

It is striking that this number seems to be increasing compared to previous years. This may be due, among other things, to the fact that some carriers choose not to deliver to neighbors at all in order to save costs. This also explains the increased number of package points.

As a retailer, keep a close eye on whether your customers want to make the effort to go to a parcel point. Do you see that many deliveries are returned at parcel points? Then it is wise to choose a carrier that delivers to the neighbors. There are of course also customers who prefer to have their parcel delivered directly to a parcel point. You can also offer this option in the check-out.

Examine your checkout

Responding to the above developments is essential for you as a retailer to continue to meet the customer's wishes. For that, it is a must that you dive into your own check-out. What options do you actually offer? Can customers choose the time and place at which their parcel will be delivered? By optimizing your check-out, you ensure that your customers are served their needs and they receive their package at the time and place that suits them best.

Choose your carrier carefully

One carrier is not the other. There can be huge quality differences between carriers. A lot can go wrong in the logistics process from shipment to delivery. It is therefore important to make a choice with whom to do business based on the performance of the various carriers. Choose a carrier that fits the shipments you send and excels in their shipping service, so that you can serve your customers satisfactorily.