Australia Post has unpacked huge volumes of data to arrive at five practical recommendations that help retailers improve the experience at every step of the delivery process.
The inaugural Delivery Experience Report analyses data captured from more than 400 million parcel deliveries per year to 12.3 million physical delivery points, 3.3 million Net Promoter Score (NPS) survey responses and 5.7 million contacts to our call centre. From this data, clear opportunities to improve the delivery experience emerge.
Reducing signature on delivery can reduce the carding rate by up to 89%.
Deliveries to apartments are accelerating faster than all other delivery locations, yet have the lowest first time delivery and NPS.
By giving customers the option to select alternative collection points, NPS improves and the speed of pick-up increases.
There are three key factors impacting first time delivery rates for parcels: the number of online shoppers who live in apartments; the use of alternative collections points; and the use of signature on delivery vs. authority to leave. Explore these factors – pre and during COVID – across the different retail categories.
Download the 2021 Delivery Experience Report.
Retailers share their strategies for ensuring the best possible delivery experience – from setting clear expectations at checkout, to offering more collection points, removing the requirement for signature on delivery and even reconsidering the way parcels are packaged. Read their stories below.
Increasing first time delivery helped improve KG Group’s delivery experience.
Setting the right delivery expectations can lead to better customer satisfaction.
Online retailer Unearthed Crystals ensures a positive delivery experience with fast, free shipping, along with beautiful, eco-friendly packaging.
When Artisanale Chocolate quickly adapted to online selling, it needed the right packaging to deliver its delicious goods.
