71% of German shoppers want to choose logistics company
More than two thirds of online shoppers in Germany would like to choose which logistics company sends their online order. The most important reason for this is because it enables them to influence the delivery reliability.
Another important reason for being able to choose the logistics company handling the delivery, is that customers can choose a delivery service whose parcel shop is most nearby. This makes picking up the online order more convenient for them.
This is one of the many conclusions from a survey by market research institute YouGov amongst 2,000 online shoppers in Germany. The study also shows that 96 percent of customers don’t care whether the packaging is printed with the retailer’s logo or not. What’s more important to them is the impact the packaging has on the environment. Fact is that 42 percent of online shoppers would like to have their order shipped in a box made of environmentally friendly and recycled cardboard.
96% don’t care if a retailer’s logo is on the parcel.
Only 28% use click & collect
German shoppers prefer to have their parcels delivered to them at their homes. But if that’s not possible, 55 percent prefer to have the parcel stored in their garage or in the stairwell. Picking up at a postal office or package station is also used by half of respondents. A solution like click & collect is used by only 28 percent of online shoppers. It seems that 54 percent even actively reject this solution. The biggest no-go for online shoppers in Germany is delivery in the back of the car. Three quarters of consumers don’t want to use this option if it’s available.
Retailers should be more proactive in informing about shipping
The study suggests there is plenty of improvement when it comes to shipping communication. Online retailers should be more proactive in providing information about the shipping process. The most important information that can be sent is if the shipment is delayed (68 percent), the fact that the package is on its way (67 percent) and the confirmation that the customer’s return has arrived (56 percent).