Geopost: SMEs are increasingly recognising delivery as a key driver of business success
Geopost has released its first 2B Recipient Barometer, highlighting the critical role of delivery services for SMEs.
In 2024, the B2B delivery landscape reflects the complexities of a difficult economic environment, where SMEs face significant financial stress and challenges. With B2B flows representing around 45% of the European express mail and parcel market, the dynamics of this segment are crucial for business sustainability. As companies continue to navigate the aftereffects of various crises, the importance of reliable and flexible delivery services has become paramount.
The Geopost 2B Recipient Barometer reveals that SMEs prioritize meeting their delivery expectations as they strive for operational resilience, highlighting the need for insights into this critical segment.
Carmen Cureu, Group Market Research Director at Geopost, reflects on these findings: “With a robust methodology that includes extensive data collection from key European markets, our first 2B Recipient Barometer 2024 clearly highlights a significant trend: SMEs are increasingly recognizing delivery as a key driver of business success. In a fast-evolving and competitive landscape, businesses are turning to reliable, timely, and responsive delivery services to meet the growing expectations of their customers. The barometer shows that while overall satisfaction with delivery services remains high, SMEs are seeking more from their logistics partners. As cross-border sourcing becomes increasingly central to business strategies, the Geopost 2B Recipient barometer serves as a strategic guide for companies looking to navigate this expanding market and stay ahead in both the B2B and B2C sectors.”
Key takeaways from the 2B Recipient Barometer
Delivery as a driver of business success
• 86% of SMEs think delivery is essential for the success of their activity, with 44% underlining that the overall impact of good delivery services on their business is “very high”. On the contrary,
a missed delivery may lead to financial loss of sales, damaged reputation and, for large companies, affect the whole supply chain.
• As a result, delivery is among the top concerns for businesses and intrinsically linked to the choice of supplier: concerns about delivery can prevent companies from selecting a supplier as
much as price and quality can. 27% consider that working with a trustworthy carrier is critical when choosing a supplier.
• SMEs rarely manage to choose their carrier (only 15% are able to do so): with 58% of the respondents wishing to be able to do so, suppliers should consider meeting this need. This
could turn into a comparative advantage for suppliers.
Reliable delivery services, an essential component for companies
• With SMEs receiving on average 40 parcels per month from local suppliers, deliveries must be reliable: safe handling and quick problem solving are seen as must haves, followed by the
ability to track the parcels and to get delivered on time.
• As a whole, predictability is key. Both SMEs and large companies value the fulfillment of initial expectations. To that end, having reliable tracking systems is seen as essential by 75% of
businesses. Knowing the delivery driver is also important to 77% of the companies, as it is likely to bring engagement and business efficiencies.
• In this light, SMEs are overall satisfied with delivery and return processes. There is nevertheless room to grow impactful and highly satisfying delivery experiences and leverage on SME’s
emerging expectations. Delivery companies should think about offering a better and more human customer service and optimized tracking systems.
Meeting the needs of SMEs for cross-border deliveries
• Cross-border sourcing has exploded in recent years. 72% of SMEs questioned stated that they sourced abroad, mainly from Europe.
• With this international outlook, comes some challenges: speedy deliveries, efficiency tracking systems and quality customer services. Conversely, a missed delivery or parcel damage can
significantly impact companies sourcing inside or outside Europe.
• While companies are today satisfied with international deliveries, there is room for improvement as 40% of the SMEs questioned were “somewhat satisfied”. As for national deliveries, carriers
and logistics company must seize the opportunity to provide ever more reliable and predictable delivery services.
