How important is a good delivery experience?

The answer to the above titled question may be very obvious, but we now have the answers to this in official statistic form, in light of a report which has recently been conducted on good delivery experiences. Read our latest article to find out exactly what was said, and how couriers can use this information to improve their business models and relationships with customers.

It is first important to point out that a good delivery experience is made up of several component parts, not just one overall thing (though all these small parts do combine to make one.) Everything from having on time deliveries which arrive at the correct destination, to ensuring that there is great communication between the customer and delivery company are all important parts of this chain.

Report results

To get into the specifics of the survey, a number of people were asked that in their opinion, what makes a great delivery experience. Over 40% of people said that the delivery being on time was one of the most important factors. This topped the results in terms of the best aspect of a delivery experience. Coming in a close second place, was over 38% of people who stated that putting the parcel in a safe place if it could not be physically handed to the recipient was also very important. In third place was a reference to the delivery window. Over 10% only wanted their parcels to arrive within a specific short period of time, rather than having to wait days for them or having an unspecified time when the parcel could randomly arrive. Fourthly, the friendliness and professionalism of the staff and delivery drivers were important as 6% found that this was the most important part of the delivery experience. ‘Other / undefined factors’ made up a further 4% of the most important factors, but these are ancillary compared to the main points listed above.

Secondary question

The question was then asked in a slightly different way – what are the worst things that can or have happened to you in a delivery experience. You would expect the answers to essentially be the opposite of above, but some slightly different responses were noted.

31% stated lateness which echoed the above, but over 30% of people said the package being damaged was one of the worst parts of the delivery experience they had experienced There was also high references to the delivery never actually arriving, or going to the wrong location (which made up 18% and 10% of responses respectively.)

What does this report show about the delivery experience?

By far, the biggest take-away from this report is how important accurate deliveries are, whether this is time accuracy, location accuracy, or ‘safe place’ accuracy (in terms of putting the parcel somewhere appropriate if the recipient is out.) If a courier company cannot undertake accurate deliveries for any reason, there is significant likelihood that customers will frown on this and business will be lost. This should be the very basic starting point for anyone who is involved in the delivery business or experience.

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