90% of shoppers say delivery clock starts before pick-up: is your communication keeping up?

A recent survey reveals around 90% of consumers and businesses believe that the clock starts ticking for delivery even before the package is handed over to the carrier¹ —a clear sign it’s crucial that retailers communicate consistently and effectively with customers to manage delivery expectations.

When customers think about delivery reliability, the most common association is with on-time delivery—60% of consumers surveyed linked reliability directly with receiving their orders within the expected timeframe,¹ highlighting the importance of not just meeting but exceeding these expectations in an increasingly competitive market. 

So, what fast delivery options are available and why should you promote them at checkout? Let’s explore how some Australian retailers are utilising fast delivery services and how you can leverage them to attract more customers before the peak season.

Need for speed: the business case for fast delivery 

For many businesses, offering faster delivery options like same day or next day is not just a value-added service but a strategic necessity. While few customers initially expect next day delivery, they are often delighted when it happens¹—creating an opportunity for retailers to surprise and delight their customers. This unexpected speed can boost customer satisfaction, leading to increased loyalty and repeat purchases.

Retailers should also consider the strategic placement of their warehouses and the efficiency of their standard delivery services. By leveraging next day services like Australia Post’s Metro and Express Post, businesses can optimise their logistics and ensure that customers receive their orders quickly and reliably.

What is the fastest delivery service?

To help you deliver at the speed today’s shoppers expect, Australia Post and StarTrack offer a range of fast delivery options, including same day and next day.

• Australia Post On Demand: 3-hour, same business day, evening and Saturday deliveries within the same metro, in demand zones.
• Australia Post Express Post: Covers all addresses in Australia. Simple, cost-effective and includes tracking notifications plus the option to add cover and signature.
• Australia Post Metro: Next business-day delivery to same-state metro postcodes in Sydney, Melbourne, Brisbane, Perth and Adelaide.
• StarTrack Premium: Offers weekday deliveries across Australia, including to residential and business addresses, Parcel Lockers, PO Boxes and Post Offices.
  

Case study spotlight: Data shows Decjuba customers spend more with same day delivery

Decjuba, a well-known Australian fashion retailer, has embraced Australia Post’s speed services to enhance customer satisfaction and loyalty. The company offers same day delivery through On Demand and next day delivery by Express Post, making it easier for customers to receive their orders promptly.

Sophie Watson, Head of eCommerce at Decjuba, explains the impact these services have had on the business: “We know customers who use On Demand spend 6% more compared to Express Post. Plus, 56% of customers who used On Demand in the past year-and-a-half have opted for it at least twice, with 22% using it five or more times.”

Decjuba has also found innovative ways to promote these delivery options, particularly around peak shopping periods. For example, the company offers free same day shipping via email or SMS, especially during critical sales periods like Christmas, long weekends and event collections. By positioning same day delivery as a premium yet accessible option, Decjuba ensures that customers not only understand the availability of these services but also feel encouraged to use them.

Case study spotlight: Mwave’s success with speed services

Mwave, a leading online computer and accessories retailer in Australia, also understands the critical role that fast delivery plays in meeting customer expectations. By partnering with Australia Post, Mwave offers same day and next day delivery, ensuring that customers receive their orders quickly—particularly valuable for tech and PC hardware products that may not be readily available elsewhere.

Jaya Enoch, Head of Customer Operations and Logistics at Mwave, emphasises the importance of these services during product launches and peak shopping periods. “Customers receiving pre-ordered items soon after the release day significantly boost satisfaction and trust in Mwave,” says Jaya. This level of reliability, especially during busy times like Black Friday, allows Mwave to efficiently manage high order volumes while maintaining customer trust.

As Mwave continues to grow, the company plans to expand its same day and next day delivery services to more regions. With a significant portion of customers willing to pay a premium for these faster delivery options, Mwave is well positioned to meet the evolving needs of its customer base.

Strategic tips for retailers: How to leverage speed and reliability to win customers

For businesses looking to boost customer satisfaction and loyalty, focusing on delivery speed and reliability is essential. Here are a few strategic tips:

1. Promote fast delivery options: Make sure customers are aware of same day and next day delivery options, especially during peak shopping periods. This can be done through targeted emails, SMS campaigns or website banners.
2. Optimise warehouse locations: Consider the placement of warehouses to support quicker delivery times. Using Australia Post’s Metro and Express Post services can help achieve this, especially for same-state metro deliveries.
3. Clear communication is key: Keep customers informed about their order status from the moment they place an order until it’s delivered. Clear communication helps manage expectations and reduces anxiety about delivery times. With the AusPost app, customers can easily and securely track and manage their deliveries from their smartphone, tablet or smartwatch, and even collect parcels from a free 24/7 Parcel Locker for an entirely contactless experience.
4. Encourage repeat use of speed services: Incentivise customers to try faster delivery options. Once they experience the convenience, many will choose it again, as seen with Decjuba and Mwave.
   

By integrating these strategies and leveraging Australia Post’s speed services, businesses can meet and exceed customer expectations, driving satisfaction, loyalty and ultimately, growth in a competitive eCommerce landscape.