Inaugural report based on data from 400 million parcel deliveries.

 

Australia Post has released a detailed report which highlights the increased importance of parcel delivery within the online shopping experience.

 

The report titled, The Delivery Experience. Getting it right. and draws on Australia Post data and insights gained from more than 400 million parcel deliveries to 12.3 million addresses each year.  

 

Australia Post general manager data science, Silvio Giorgio said, “E-commerce experienced a phenomenal rise last year, but when it comes to online’s share of total retail Australia lags behind its international peers; there is a lot of growth still to come presenting an incredible opportunity for Australian retailers.

 

“We have created this report to help illustrate what getting it right looks like, share the investments Australia Post is making, and provide some simple adjustments retailers can make that can have a significant impact on the overall customer experience.

 

“By way of example, we’ve found reducing signature on delivery can lead to a drop in carding (missed delivery) rates of up to 89 per cent, while allowing customers to choose an alternative collection point can significantly boost net promoter scores (NPS),” he said.

 

E-commerce experienced a phenomenal rise in 2020, with almost nine million Australian households making an online purchase, contributing to growth of more than 57 per cent year-on-year.

 

Australia Post figures show that five million households consistently buy online each month; just over one million more than the average in 2020.

 

The report includes five recommendations that Australia Post said will improve first time delivery, lift customer net promoter scores (NPS), and reduce complaints.