Key delivery insights 2021
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.
Impacts on first time delivery by category
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.
How Australian retailers are improving their delivery experience
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.