Due to the coronavirus pandemic, parcel delivery has become key for many businesses, with online shopping overtaking physical shopping as the most popular form of commerce. With more people shopping online than ever before, there has been a definite rise in delivery expectation as more businesses compete to deliver (please excuse the pun) the best service to their customers.
But what do today’s post-COVID customers expect of their delivery services?
Tracking – Transparency is key in modern delivery services and tracking is the most obvious way to reveal greater transparency with your consumers. With modern tracking services, it’s possible for customers to download an app to their smartphone that keeps them up-to-date with every step of the process. Not only when it’s shipped and when it’s expected to arrive, but in some cases, where the parcel is, right now, on a map that’s constantly being updated. Around 46% of customers use this technology now so it’s something that certainly shouldn’t be taken for granted.
Location – If a customer is working during the day and wouldn’t be around to collect a parcel, then it’s important they have delivery options to change the location at a moment’s notice. Aside from just being able to choose whether the parcel is to be delivered or collected from a drop-off location, modern delivery services should be able to have customers re-direct their packages when convenient too.
Timeframe – Depending on how much you’re willing to charge, you should always offer your customers a delivery timeframe for their parcels. There is nothing quite as frustrating as “sometime between 8 am and 8 pm” as a delivery schedule as it’s almost impossible to arrange your day around it.
Speed – It should go without saying that speed is still the primary delivery concern of shoppers, particularly those used to the instantaneous nature of traditional shopping. It’s also worth noting that speed won’t be that important to everyone and some will be more than happy to pay less and wait a little longer if their item doesn’t need to be with them right away. That’s why it’s important to give your customers the choice above all else.
Eco-friendly packaging – Green issues are quickly becoming one of the most important factors for some consumers and opting into recyclable materials could set you apart from the competition. You might be surprised how affordable eco-friendly packaging can be too.
As the COVID-19 pandemic continues to ravage the economy and more people than ever turn online for their wares and their delivery expectations increase, businesses are recommended to outsource their delivery operations to reliable, nationwide couriers that are able to handle large volumes of parcels. What they really want, more than anything, is choice.