New research reveals how to get a great delivery experience

Ecommerce in Australia continues to grow more and more with more than five million households shopping online every month, and growth for the 12 months through April 2021 has increased by over 45% compared to l ‘last year.

With this increased participation comes increased demand from online shoppers for retailers to get a good delivery experience. New research from Australia Post explores five data-driven recommendations, such as reducing signature on delivery, offering more collection points, and using best-fit packaging, to help retailers to live this experience.

The research features in the report titled, The Delivery Experience. Make the right choices. Why is this important. And how data can help and builds on Australia Post data and information gained from more than 400 million package deliveries to 12.3 million addresses each year.

Australia Post Chief Data Science Officer Silvio Giorgio said this inaugural report was an opportunity to share what Australia Post has learned from its millions of daily customer interactions with online retailers across the county.

“E-commerce has experienced a phenomenal increase over the past year, but when it comes to the online share of total retail sales, Australia lags behind its international peers; there is still a lot of growth to come, which represents an incredible opportunity for australian retailers.

“We know that a great online retail experience results in a great delivery experience, and with more Australians shopping online more often, it’s never been more important for retailers to get it right. correctly.

“We’ve created this report to help illustrate what it looks like, share the investments Australia Post is making, and provide some simple adjustments retailers can make that can have a significant impact on the overall customer experience.

“As an example, we have found that reducing signature to delivery can result in lower carding (missed delivery) rates by up to 89%, while allowing customers to choose another collection point can dramatically increase Net Promoter Scores (NPS). For apartments, this increase in the NPS can reach 37 points.

“As a delivery partner for many online retailers, achieving this is also our priority, which is why we continue to invest in our infrastructure and capabilities for automation, tracking and analysis, delivery forecasting. and customer notifications, ”concluded Mr. Giorgio.

The Delivery Experience Report can be downloaded at:

/ Public publication. This material is from the original organization and may be ad hoc in nature, edited for clarity, style and length. View full here.

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