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DHL Paket has published a new whitepaper on optimizing package delivery for an improved customer experience in e-commerce. In it, the market leader in German parcel shipping provides online retailers with tips on how to enable smooth package delivery and thereby satisfy their customers.
(Bonn) Because those who are satisfied with the service on the last mile are less likely to switch online shops. A successful purchase experience is crucially dependent on the success of the first delivery. Customer satisfaction is primarily linked to a successful first delivery. Regular customer satisfaction surveys show that package delivery at the doorstep continues to achieve the highest satisfaction ratings. Recipient services such as delivery to a defined drop-off location, a preferred neighbor, or to one of the currently 9,300 DHL Packstations expand the possibilities for first delivery.
The number of online purchases by consumers in Germany has significantly increased, so that Deutsche Post DHL alone handles around 6.7 million parcel shipments per working day nationwide. With the volume of parcels, customer expectations for delivery have also risen. According to the Sendcloud study “E-Commerce Delivery Compass 2020/21”, the shipping service provider influences the purchasing decision for almost three-quarters of German consumers. Smooth package delivery is central to this. The resulting customer satisfaction not only strengthens trust in the shipping service provider but also loyalty to the online retailer.
Transparency and Predictability
In addition to individualized delivery options, transparency and predictability are also crucial factors for online buyers. Through package tracking via the Post & DHL app, DHL offers its customers the opportunity to keep a transparent eye on the shipping route of their parcel. For a large portion of shipments, there is already live tracking, allowing recipients to track their shipment in real-time. Consumers want not only to participate in the shipping process but also to determine the method of returning their order. This should primarily be simple and quick to implement. With more than 32,000 acceptance points for parcel shipments, Deutsche Post DHL offers the shortest routes and the densest network – consisting of branches, parcel shops, and pack stations. The pack station is becoming increasingly important for online retailers: According to the parcelLab study 2021, 75 of the top 100 online shops now offer delivery to a DHL pack station in addition to doorstep delivery.
Climate-Neutral Shipping Gains Importance
A climate-neutral shipping option is also becoming increasingly important to end customers. With GoGreen from Deutsche Post DHL, the CO2 emissions generated during transport are offset by investments in climate protection projects certified to gold standard. DHL GoGreen is now the fastest-growing service for shippers.
Poor Address Data
The DHL whitepaper also lists the biggest challenges for online retailers. 74 percent of companies say that poor address data is the cause of up to a quarter of failed deliveries. Misdeliveries are costly for online retailers, cause unnecessary complaints to customer service, and lead to customers quickly switching online shops. An important recommendation: Keep the database up to date and regularly check the addresses.
Photo: © DHL
