Although the popularity of parcel lockers is gaining momentum, home delivery is far from being out of fashion. For recipients, it remains a great way to save time without leaving home, work, or any other convenient location.
Couriers are an integral part of Venipak. To get you acquainted with the most important aspects of parcel delivery, we will answer two questions: what do recipients expect from the delivery service, and what is most important when the courier is at your door?
The Venipak team shares 8 things that will help you get to know your customers’ needs!
What is expected from the parcel service?
Many clients wish to receive the shipment no later than promised, so it is crucial to evaluate whether your e-shop’s delivery deadlines are reasonable and realistic. When the recipients understand how long they will have to wait for the shipment, they find it much easier to decide if they truly need the item and if they are willing to wait for it. About 45% of shoppers say they would be unwilling to return to the e-shop from which they received the parcel later than promised.
More Fast Delivery Options
The needs of each customer vary, especially in how fast they wish to receive their order. Some find it easy to wait a week, while others would be happy to pay extra for same-day delivery. Faster delivery alternatives are especially in demand for those in hurry or late to buy a gift. 88% of buyers are willing to pay more for same-day delivery, so it’s easy to see that faster shipping trends will become critical in keeping your customers happy.
Effective Precaution Measures
It’s important for the customers that the consignment’s journey goes smoothly without theft, getting lost or delivered to the wrong recipient, and other inconveniences. As much as 48% of people hesitate to buy expensive goods online out of the fear of the parcel disappearing or being stolen. Recipients feel that extra precautionary measures such as signature confirmation, a special code, or similar methods of authentications are important to ensure that the goods are delivered to the right person.
Undoubtedly, recipients feel safer when they know the location of their shipment, the expected arrival date, and so on. This is why it is necessary to ensure that the customer has all the necessary information about the consignment. Buyers want to know that their goods have safely left the warehouse and are on their way to them. A great way to do that is by tracking numbers. As much as 88% of customers use them to constantly monitor the status of the shipment.
It is important for customers that the delivery is compatible with their schedule. This is why many e-shop customers appreciate the wider range of delivery times and as much as 70% want more flexible options. To meet the needs of each customer, Venipak offers evening and Saturday delivery options. Each month, we deliver up to 3,000 parcels between 6 PM and 10 PM, while up to 1300 users a month choose Saturday delivery.
What to expect from the courier?
According to Laurynas, a courier who has been working in the Venipak team for more than 2 years, the most important thing is friendliness and clear communication with the recipient.
“Courier’s communication has a lot of influence over the customer satisfaction. It’s important to remember courtesy, ask where they would like us to leave the delivery, and always wish them a good day. Even pre-delivery call enhances user experience, as most people want to be informed about the delivery in advance, rather than just 5 minutes before its arrival.”
Laurynas Stagniūnas, Venipak courier
Customers always expect pleasant communication so it’s essential for couriers to maintain a polite tone, remember to say hello, answer questions, or help if an unexpected situation arises. The customers appreciate friendly couriers who can help if needed and inform them about the delivery in advance.
Another important aspect is for the shipment to arrive undamaged. To ensure that the goods will reach the recipient intact, the parcel must be properly packaged. However, it is also important that the courier handles it carefully without dropping it when loading, lifting, and carrying the package.
A neat-looking courier represents the entire company but that’s not the main reason to wear a uniform. The majority of customers, as much as 59%, think that couriers should wear a uniform. This allows them to easily identify the person at the door and the purpose of their visit, making clients feel much safer when opening the door.
The courier is an extremely important part of the logistics chain, representing not only the parcel delivery company but the e-commerce businesses that use their services too. Therefore, it is critical to choose a parcel delivery company that will ensure that couriers meet the needs of your customers.
Haven’t found the right parcel delivery company yet? You can always contact the Venipak team!