Finding the tipping point

New research commissioned by NetDespatch has revealed that 78% of consumers are now willing to use alternative delivery options for their goods such as lockers, convenience stores, the Post Office and Click&Collect – with just 22% saying that delivery to home or work is the only delivery option they consider. The research, conducted for NetDespatch by Opinion Matters, polled over 1000 UK online shoppers and set out to uncover the “parcel delivery tipping point” – where consumers are prepared to pay for flexibility around their delivery choices.

The research suggested that, for online shoppers, convenience outweighs price. Nearly half (47%) of respondents stated that being able to shop when they want and not when the shop is open was a top priority. More than a third (38%) of respondents said that not having to visit a physical store was a key priority, while price came third. Almost nine in ten (88%) of those surveyed stated that they would be prepared to pay for a one or two day parcel delivery service.

“The results from the survey clearly highlight how important convenience is to online shoppers, more important than price in many cases,” said Matthew Robertson, Co-CEO, NetDespatch. “There is also a clear drive for flexibility from consumers, they are willing to pay more to have greater control over the delivery timeframe. The million dollar question is, how much? Our survey shows that this most definitely depends on the type of purchase.”

When asked to list their gripes about online shopping, two thirds (66%) of respondents stated that they hate the hassle of returning parcels. On a more upbeat note, when asked about the elements that make for a positive delivery experience, 82% ranked the ability to track online in their top 3, 70% wanted an exact window for delivery, and 65% wanted to be notified of the steps in the delivery journey.