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The Bitkom – Federal Association for Information Technology, Telecommunications and New Media e.V. surveyed 1,055 individuals about potential issues with parcel services. Among other issues, these problems were reported: thrown onto the balcony or into the garage; one in three finds deliveries sometimes at unusual locations. Three-quarters complain about delayed deliveries.
(Berlin) Not only during the Corona pandemic do many people in Germany shop online. The parcel delivery services have consequently had significantly more to do, which has also led to many online shoppers having negative experiences with the delivery of their packages. On behalf of the digital association Bitkom, 1,055 people who shop online were asked representative questions.
Here are the top 5 results:
- Most parcel delivery services are already making significant efforts to ensure timely delivery. They offer live tracking of shipments. However, this does not always help when the delivery does not occur at the announced time. The biggest problem is therefore a delayed delivery. More than three-quarters (78 percent) of online shoppers have experienced this at least once, with one in ten (11 percent) experiencing it frequently and 67 percent at least rarely.
- Since the outbreak of the Corona pandemic in Germany, many people have been working from home and are generally at home during the day. Nevertheless, two-thirds (67 percent) have already experienced that the package was left with a neighbor or at a parcel shop, and the courier did not even ring their doorbell. Almost one in five (22 percent) experiences this frequently – and almost one in two (45 percent) rarely.
- 45 percent are annoyed by unfriendly couriers – 9 percent frequently and 37 percent rarely. Apparently, younger people are more bothered by this than older ones: Among 16 to 29-year-olds, this share is 60 percent of online shoppers who complain about the lack of friendliness of the delivery personnel, significantly higher than among seniors aged 65 and older (36 percent).
Deposited in the trash can….!
- Thrown onto the balcony, deposited in the trash can, or placed in the vegetable patch: Unusual drop-off locations have already been chosen by delivery personnel for 38 percent of online shoppers. For 7 percent, this has happened more frequently, while for 31 percent it has only happened rarely.
- Your shipment was delivered to…? One in five online shoppers (21 percent) sometimes has difficulty deciphering unclear notes from the courier on the delivery receipt. However, this is only frequently the case for 3 percent, and rarely for 18 percent.
Consumers should increasingly use the online services of parcel services
“E-commerce is booming and has gained even more since the Corona pandemic. Despite the increased volume of parcels, delivery in Germany is generally ensured,” emphasizes Dr. Christopher Meinecke, Head of Digital Transformation at Bitkom. “Many delivery services already offer online services that allow consumers to specify a preferred drop-off location in advance. Consumers should take advantage of this. Nevertheless, it is frustrating for online shoppers when difficulties arise during delivery. This cannot be completely avoided. For example, it will still take some time before parcel drones are deployed in city centers for safety reasons.”
Note on Methodology
The information is based on a survey conducted by Bitkom Research on behalf of the digital association Bitkom from the end of October to the beginning of November 2020. A total of 1,103 internet users aged 16 and older were surveyed, including 1,055 online buyers. The survey is representative. The question was: “When you think of your past online orders or deliveries, what experiences have you had?”
Photo: © Adobe Stock
