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For customers, and ultimately for the growth rate of e-commerce as a whole, the timeliness and speed of delivery to the recipient is crucial. There is a greater chance that a customer will be loyal when their shipment arrives on time, preferably as early as the next day. Is the logistics market ready for this? How does it fit into the growing demands of Polish consumers A.D 2018?
For customers, and ultimately for the growth rate of e-commerce as a whole, the timeliness and speed of delivery to the recipient is crucial. There is a greater chance that a customer will be loyal when their shipment arrives on time, preferably as early as the next day. Is the logistics market ready for this? How does it fit into the growing demands of Polish consumers A.D 2018?
Due to the business environment, carriers will no longer be able to compete for customers on price alone. The so-called "last mile" and high quality customer contact will become more important. This experience will determine whether the customer will use the carrier again, or even the store where they ordered the goods," says Artur Halik, Head of Shoper Premium.
More and more delivery methods
Customers are demanding that retailers offer an increasingly diverse range of available companies and shipping prices. Compared to previous years, the number of stores offering only one method of delivery has decreased by about half. It amounted to less than 5 percent. According to the analysis of the platform Shoper, in 2016-17 there were usually 2-3 methods available in e-shops, and in July 2018 there were already 3-4. The record-breakers - which have clearly increased since last year - are able to offer up to a dozen delivery options each.
The most popular methods according to customers...
More than half of customers choose to order by courier. Registered mail and parcel post each choose about 19 percent of customers. In turn, one in twenty store users picks up their purchases in person. Nearly one in five customers seeks delivery to a nearby parcel machine.
...and according to e-commerce
Customers' preferences don't quite coincide with what e-retailers offer. Although the options are changing, only one in three retailers offer courier shipping. At the same time, however, it is worth noting that the number of stores that provide this option has been steadily increasing over the past two years. The second most common way offered is personal pickup found in almost ¼ of the sites. One in five stores gives the option of shipping products by letter, and in 15 percent parcel machines are available.
Major carriers
The Polish Post Office and Paczkomaty are vying for first place in popularity among selected parcel providers. The state monopoly/ giant, with a score of 27.2%, is almost 3 points ahead of Paczkomaty, and 8 ahead of the most popular courier company. We are talking about DPD, which, while remaining in the lead for years, this year distances its closest direct competitor in courier services, GLS, by more than 2.5 times.
Methodology:
The analysis uses aggregated statistical data from July 2018, collected on a sample of 8740 stores of the platform Shoper. Additionally, data provided by Omnipack from July 2018, collected on a sample of 7989 shipments, was used.
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