Tuesday, 20 December 2016 11:31

Santa’s sleigh more reliable than couriers this season


New research from crowdsourced delivery and courier service, Go People, has found unreliable couriers are forcing Aussies to waste millions of dollars on express deliveries, in an attempt to ensure gifts arrive on time for Christmas.

Of the 62% of Aussies doing Christmas shopping online, 45% have paid for express deliveries, even when standard delivery claims to deliver on time. Perhaps it is because 66% of Australians believe courier services are less reliable over Christmas. Costing somewhere between $20-$30, express delivery is wasting $235 million just for the peace of mind that gifts will arrive on time.

The research shows that even paying for better service does not ensure Christmas gifts arrive. About 28% of Australians said presents shipped didn’t arrive on time last year and 57% of the late deliveries didn’t arrive until after 30 December.

Wayne Wang, chief executive at Go People, believes delayed presents and a poor delivery experience can affect retailers in a big way. “When a delivery is late, it’s often not the courier consumers blame. It’s the retailer that is perceived to be at fault. This negative experience then gets broadcast across social media, impacting the reputation of that retailer and repurchase intent.

“The Christmas period is a challenging one for retailers, as they have a high (number of) online orders that can overwhelm even the biggest of delivery services and lead to thousands of angry customers. As such, it is imperative retailers select the right delivery partners during this period and have contingency plans in place to ensure all orders are filled in a timely manner,” said Wang.

It’s not just delays frustrating consumers during the Christmas period. About 49% of Aussies say parcels are hard to track. According to research from Accenture, tracking parcels is one of the most important features for consumers, with 79% wanting full visibility tracking.

“Tracking provides the peace of mind and transparency consumers crave. Knowing exactly where your parcel is at all times enables Aussies to better plan for the delivery of their parcel. In the hectic Christmas period, the last thing you want is to stay in all day waiting for your gifts to arrive. By offering this transparency and providing the opportunity for consumers to communicate directly with the delivery service will further improve the experience,” said Wang.

Go People offers a variety of courier services including the innovative “power of the crowd” — runners — to fulfil urgent deliveries.




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Ray Shaw

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Ray Shaw ray@im.com.au  has a passion for IT ever since building his first computer in 1980. He is a qualified journalist, hosted a consumer IT based radio program on ABC radio for 10 years, has developed world leading software for the events industry and is smart enough to no longer own a retail computer store!

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