What People Want: Accenture Post & Parcel Global Consumer Research

DELIVERING
WHAT
PEOPLE
WANT
POST AND PARCEL
GLOBAL
CONSUMER RESEARCH
JANUARY 2018

WHAT DO PEOPLE
WANT FROM
POST & PARCEL
DELIVERY?
We asked consumers across six
countries: Australia, France,
Germany, Singapore, UK and
USA
Copyright 2018 Accenture. All rights reserved.

• THE VALUE OF FLEXIBLE DELIVERY AND
RETURNS IS GROWING
• ALTERNATIVE DELIVERY OPTIONS ARE
BECOMING MORE IMPORTANT
• CONSUMERS WANT POSTAL
ORGANIZATIONS MORE INVOLVED IN
ECOMMERCE SECURITY
WHAT WE FOUND
3

4
PEOPLE VALUE
FLEXIBILITY IN
DELIVERY AND
RETURNS

PEOPLE WANT FREE DELIVERY…
More than 6 in 10 consumers value free delivery when
purchasing online, compared to other delivery options
19 18 18 18
23
16
23
15
18
15 15 17
13 15
65 64
67 66
60
71
63
Global US Australia UK Singapore France Germany
Convenient delivery options* Same day or next day delivery Free delivery
When purchasing online,
which of the following is
most important to you?
*(e.g., time window, redirect to another location on day of delivery, etc.)
5

AND ALSO FREE RETURNS
Eight in 10 consumers consider return process/policy important when
deciding whether or not to make an online purchase
5 4 4 6
4 5 5
16 15 16 16
14
17 17
79 81 79 78
83
77 78
Unimportant/Not at all Important Neutral Important/Very Important
How important is the
return process/policy
when deciding whether
or not to make an online
purchase?
Percentages are based on a 5-point scale
where 1=Not at all Important, 2=Unimportant,
3=Neutral, 4=Important, and 5=Very Important.
6

IN-TRANSIT FLEXIBILITY IS BECOMING KEY
Globally 2/3 of consumers (8 in 10 in Singapore) consider the ability to
change delivery in-transit to be an important factor when selecting a
delivery company
11 10 11 13
5
8
12
24 24
26
29
14
23 22
65 66
62
58
81
69
66
Unimportant/Not at all Important Neutral Important/Very Important
where 1=Not at all Important, 2=Unimportant,
3=Neutral, 4=Important, and 5=Very Important.
When selecting a
delivery company, how
important is it to be able
to instruct the company
to redirect or change the
speed of delivery when a
package is in transit?
7

EVENING DELIVERY: POTENTIAL PREMIUM
Almost 4 in 10 consumers would be willing to pay extra for evening delivery
61
55
68
57
45
66 64
39
45
32
43
55
34 36
Global US Australia UK Singapore Germany France
No Yes
Would you be willing to
pay extra to get your
parcels delivered in
evenings when someone
is at home to receive
them?
8

CELL PHONE AS A VIRTUAL ADDRESS
A majority of consumers are not interested in using a cell phone number as
an alternative to their physical address, but with wide regional variations
58
53
59 57
29
80
47
43
47
41 43
71
20
53
No Yes
Would you like to use
your cell phone number
as an alternative to your
physical address for
postal delivery?
9

10
PEOPLE OPEN TO
ALTERNATIVE
DELIVERY OPTIONS

PUBLIC OPEN TO DRONES AND ROBOTS
Strong majorities of consumers favor autonomous vehicle delivery if it is
faster and/or cheaper
37 37 38
42
21
36 34
64 63 62
58
79
64 66
No Yes
I’m happy to have an
autonomous vehicle
(drone or road robot)
deliver my parcels at
home if it is faster and/or
cheaper.
Copyright 2018 Accenture. All rights reserved.Copyright 2018 Accenture. All rights reserved.
11

CROWDSOURCING ACCEPTANCE IS HIGH
8 in 10 consumers would be comfortable or neutral to receiving
parcel delivery from a service such as Uber or Lyft
20
26
23
20
10
20 20
39
30
40 42
44
32
45
41
44
37 39
45
49
35
Disagree/Strongly Disagree Neutral Agree/Strongly Agree
I would be comfortable
receiving parcel delivery
from a service such as
Uber or Lyft.
where 1=Strongly Disagree, 2=Disagree,
3=Neutral, 4=Agree, and 5=Strongly Agree.
12

DELIVERY SATISFACTION: ROOM FOR GROWTH?
7 in 10 consumers are satisfied with their parcel delivery service
12 10
17
8 9
15
11
17 17
20
18
20
13
17
71
74
63
75
71 71 72
Unsatisfied/Not at all Satisfied Neutral Satisfied/Very Satisfied
How satisfied are you
with the parcel delivery
service you experience
from your national postal
operator?
where 1=Not at all Satisfied, 2=Unsatisfied,
3=Neutral, 4=Satisfied, and 5=Very Satisfied.
13

CROSS BORDER SATISFACTION
As a whole, fewer consumers are satisfied with the delivery of cross
border shipments vs. overall delivery
8
10 8 6 6 6
9
23 21 21 22
25
18
30
58
52
63
59
65 67
42
11
17
7
12
4
10
19
Unsatisfied/Not at all Satisfied Neutral Satisfied/Very Satisfied N/A
How satisfied are you
with the delivery of items
you’ve purchased from
web sites in another
country (i.e., that require
international shipping)?
where 1=Not at all Satisfied, 2=Unsatisfied,
3=Neutral, 4=Satisfied, and 5=Very Satisfied.
14

23 23
20
22
44
20
25
53 53
58
54
40
54 53
23 25 23 24
16
26
23
Less often About the same More often
Compared to 2015, in
2016 did you visit your
post office:
MORE VS. LESS POST OFFICE VISITS
Mix of visits to post office are consistent across regions, except in
Singapore, where 44% visited less often
15

16
PEOPLE TRUST
POSTAL
ORGANIZATIONS

POSTAL SERVICES ARE WELL POSITIONED…
8 in 10 consumers are confident or neutral about privacy and security
from national postal operators
How confident are you
that your national postal
operator keeps your
personal information
/records private
and secure?
where 1=Not at all Confident, 2=Unconfident,
3=Neutral, 4=Confident, and 5=Very Confident.
19
14
18 16 14
25
21
32
29
32 33 32
27
38
50
57
50 51
54
48
41
Unconfident/Not at all Confident Neutral Confident/Very Confident
17

AND PUBLIC WANTS THEM MORE INVOLVED
Over 3/4 of public want national postal operators to get involved in
protecting against identity theft and making online purchases more
secure
24
32
24 25
14
24 24
76
68
76 75
86
76 76
No Yes
Do you think your
national postal operator
should get involved in
protecting you from
identity theft and making
all your online purchases
more secure?
18

19
CLICK HERE
TO LEARN
MORE ABOUT POST
AND PARCEL
TRANSFORMATION
BRODY BUHLER
Global Managing Director –
Post and Parcel
CONTACT
OR VISIT ACCENTURE.COM/POSTANDPARCEL

20
ABOUT THE STUDY
The purpose of
this study was to
assess consumer
opinions
about a variety
of digital and
service issues
and topics.
Study results are based on a sample of consumers aged 18 or older who
completed online surveys over the past 6 months
Results for the full global sample in this report are statistically significant
with a confidence level of 95% and a margin of error of +/-1.4%.
Results for each country are statistically significant with a confidence
level of 95% and a margin of error of +/-3.1% except for Singapore
where the margin of error is +/-5.6%.

21
Accenture is a leading global professional services
company, providing a broad range of services and
solutions in strategy, consulting, digital, technology and
operations. Combining unmatched experience and
specialized skills across more than 40 industries and all
business functions – underpinned by the world’s largest
delivery network – Accenture works at the intersection of
business and technology to help clients improve their
performance and create sustainable value for their
stakeholders. With more than 394,000 people serving
clients in more than 120 countries, Accenture drives
innovation to improve the way the world works and lives.
To learn more about our work with governments around
the world, visit us at https://www.accenture.com.
ABOUT ACCENTURE

What People Want: Accenture Post & Parcel Global Consumer Research

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What People Want: Accenture Post & Parcel Global Consumer Research