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What People Want: Accenture Post & Parcel Global Consumer Research

We were keen to know what customers wanted from post and parcel delivery, so we asked consumers across six countries: Australia, France, Germany, Singapore, UK and USA. The results led us to three key insights.

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What People Want: Accenture Post & Parcel Global Consumer Research

  1. 1. DELIVERING WHAT PEOPLE WANT POST AND PARCEL GLOBAL CONSUMER RESEARCH JANUARY 2018
  2. 2. 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.
  3. 3. • 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 Copyright 2018 Accenture. All rights reserved. 3
  4. 4. 4 PEOPLE VALUE FLEXIBILITY IN DELIVERY AND RETURNS Copyright 2018 Accenture. All rights reserved.
  5. 5. 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 Copyright 2018 Accenture. All rights reserved. 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
  6. 6. AND ALSO FREE RETURNS Eight in 10 consumers consider return process/policy important when deciding whether or not to make an online purchase Copyright 2018 Accenture. All rights reserved. 5 4 4 6 4 5 5 16 15 16 16 14 17 17 79 81 79 78 83 77 78 Global US Australia UK Singapore France Germany 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
  7. 7. 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 Global US Australia UK Singapore France Germany Unimportant/Not at all Important Neutral Important/Very Important Copyright 2018 Accenture. All rights reserved. Percentages are based on a 5-point scale 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
  8. 8. 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 Copyright 2018 Accenture. All rights reserved. Would you be willing to pay extra to get your parcels delivered in evenings when someone is at home to receive them? 8
  9. 9. 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 Global US Australia UK Singapore Germany France No Yes Copyright 2018 Accenture. All rights reserved. Would you like to use your cell phone number as an alternative to your physical address for postal delivery? 9
  10. 10. 10 PEOPLE OPEN TO ALTERNATIVE DELIVERY OPTIONS Copyright 2018 Accenture. All rights reserved.
  11. 11. 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 Global US Australia UK Singapore Germany France 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
  12. 12. 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 Global US Australia UK Singapore France Germany Disagree/Strongly Disagree Neutral Agree/Strongly Agree Copyright 2018 Accenture. All rights reserved. I would be comfortable receiving parcel delivery from a service such as Uber or Lyft. Percentages are based on a 5-point scale where 1=Strongly Disagree, 2=Disagree, 3=Neutral, 4=Agree, and 5=Strongly Agree. 12
  13. 13. 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 Global US Australia UK Singapore France Germany Unsatisfied/Not at all Satisfied Neutral Satisfied/Very Satisfied Copyright 2018 Accenture. All rights reserved. How satisfied are you with the parcel delivery service you experience from your national postal operator? Percentages are based on a 5-point scale where 1=Not at all Satisfied, 2=Unsatisfied, 3=Neutral, 4=Satisfied, and 5=Very Satisfied. 13
  14. 14. 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 Global US Australia UK Singapore France Germany Unsatisfied/Not at all Satisfied Neutral Satisfied/Very Satisfied N/A Copyright 2018 Accenture. All rights reserved. How satisfied are you with the delivery of items you’ve purchased from web sites in another country (i.e., that require international shipping)? Percentages are based on a 5-point scale where 1=Not at all Satisfied, 2=Unsatisfied, 3=Neutral, 4=Satisfied, and 5=Very Satisfied. 14
  15. 15. 23 23 20 22 44 20 25 53 53 58 54 40 54 53 23 25 23 24 16 26 23 Global US Australia UK Singapore Germany France Less often About the same More often Copyright 2018 Accenture. All rights reserved. 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. 16. 16 PEOPLE TRUST POSTAL ORGANIZATIONS Copyright 2018 Accenture. All rights reserved.
  17. 17. 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? Percentages are based on a 5-point scale 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 Global US Australia UK Singapore France Germany Unconfident/Not at all Confident Neutral Confident/Very Confident 17 Copyright 2018 Accenture. All rights reserved.
  18. 18. 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 Global US Australia UK Singapore France Germany 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? Copyright 2018 Accenture. All rights reserved. 18
  19. 19. 19 CLICK HERE TO LEARN MORE ABOUT POST AND PARCEL TRANSFORMATION BRODY BUHLER Global Managing Director – Post and Parcel CONTACT Copyright 2018 Accenture. All rights reserved. OR VISIT ACCENTURE.COM/POSTANDPARCEL
  20. 20. 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%. Copyright 2018 Accenture. All rights reserved.
  21. 21. 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. Copyright 2018 Accenture. All rights reserved. ABOUT ACCENTURE
  22. 22. Copyright © 2018 Accenture All rights reserved. 22

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