Zalando’s tailored delivery trial deemed “excellent” by Danes
Online fashion retailer Zalando’s pick-up and drop-off pilot, launched in July has been rated ‘excellent’ by 95% of Danish customers.
The service, sees members of the community, known as “Din Nabo” (or, “your neighbour), become service points for packages.
Remko Bakker, Lead Logistics Platform Services at Zalando, commented on the findings of the trial: “The test has shown very positive results. 95% of our Zalando customers, who had their package delivered to a Din Nabo, say that they received an “excellent service” when collecting or returning their package. The pilot is taking place in residential areas of Copenhagen and Aarhus. First learnings from the pilot test indicate that the concept will function even better in rural areas; there are fewer stores and opening hours are shorter, which calls for a more convenient pick-up and drop-off option. Also, in rural areas of Denmark, more houses are accessed via the ground floor, which increases convenience.”
Remko also explains why Zalando chose to test the service in the first place: “Our market research results on Denmark showed a rather split preference between service points and home deliveries. For Din Nabo, being a hybrid solution between both delivery options, Denmark was identified as a perfect market to test this concept.”
The green credentials of the scheme is another reason why it has been so well received. The company says: “Danish people are increasingly aware of sustainability. This is a chance for individuals, or Din Nabo as we call them, to positively impact their community by reducing the number of delivery attempts made by providing a single drop-off or pickup point. Many Din Nabo are happy to support and be part of their local communities, interacting with others and helping them by providing a convenient service. People who have signed up to become Din Nabo also earn a small commission for their service.”
Karin Iversen is a Din Nabo in Copenhagen. Talking about the pilot she said: “This is already a success! I’m helping my neighbours and we already saved several trips of trucks in our small roads. What is not to like?”