Parcel delivery: 6 consumer expectations

The new consumer habits of French e-buyers

91% of French households order and receive around 25 parcels a year (1). Since 2020, the trend has accelerated and consumers are diversifying their online purchases: today, 52% of households place online orders in more than six different product categories (ready-to-wear, beauty, health, video games, DIY, books, etc.), compared with 43% in 2019 (1).

Despite the growth in e-commerce, there are still a number of delivery-related obstacles that sometimes prevent consumers from buying online. The two main reasons are :

• delivery charges ;
• the deadline and failure to meet the stated delivery time.

To take advantage of the e-commerce trend and overcome the associated disincentives, start by finding out what consumers expect when it comes to parcel delivery.

Expectation #1: choice of delivery method

The delivery method chosen will depend on the size and weight of the parcel, the delivery time for each option, and the consumer's availability. Home delivery is the most popular delivery method: 82% of parcels are delivered to a specific address, at home, at work or on holiday (1).

Home delivery is a source of satisfaction and is the most convenient solution for consumers. La Poste Colissimo reports a Net Promoter Score (NPS) of 61 for home-delivered and hand-delivered parcels, and 58 for letterboxed parcels (2).

Useful information

If the recipient is absent at the time of delivery, the postman has two options:

• If possible, they can drop the parcel directly into the letterbox.
• If the parcel is too large, it is delivered to the nearest post office.

Thanks to Flex services, consumers can reschedule the delivery date of their parcel before it is delivered to their local post office.

Good practice to remember

• Offer several delivery methods to meet the needs of all consumers (home delivery, collection points, etc.). Not everyone can receive a parcel at home.
• Offer additional options for home delivery, such as hand delivery against signature or letterbox delivery if you're away.
• Surround yourself with the right delivery partners! Choose partners who will give you the benefit of a wide geographical presence so that you can deliver to your customers wherever they are, and who offer additional services to make it easier for them to receive their order.

Expectation #2: receive a well-packaged parcel

Parcel packaging is an essential factor in the consumer's shopping experience. A box that is too large or unsuitable for transport means the risk of damage to the goods. Even if the merchandise is intact, damaged packaging raises the recipient's concerns and, consequently, lowers customer satisfaction.

Our tips for a well-prepared parcel

Discover our parcel preparation guide to satisfy your customers every time! And above all, surround yourself with reliable, robust partners you can trust.

Expectation #3 : Access to package delivery tracking

It can be stressful for consumers not to know where the products they've ordered are. To reassure them, offer to follow the key stages in the delivery of their parcel. And if something goes wrong with the delivery, let them know as soon as possible.

Optimized tracking means permanent access to information. Give the recipient the tracking number and a link to the tracking site (yours or the carrier's). Under the Hamon law, you must give a delivery date or estimate.

Best practices for effective follow-up

• Transmit tracking information in a smooth, structured way. Send the right message at the right time (order preparation, parcel dispatch, etc.).
• Let the consumer know when the goods have been entrusted to your delivery partner - and which one!
• Give your delivery partner the consumer's contact details if they offer a notification service (surname, first name, telephone number, postal address, e-mail address, etc.). Recipients will receive a message in the event of late delivery or customs charges, for example.

Expectation #4: easy returns

Unlike other European countries, French consumers don't systematically order several garment sizes or colors to see what they prefer. However, if the merchandise doesn't suit them, it's important that they can return it as easily as possible.

Whether you're offering free delivery or extending the return period in line with the regulatory framework imposed by the Hamon law, you need to make this information clear and precise.

Helpful information

Free returns reassure consumers and encourage the act of buying. 69% of e-buyers check the return policy before placing an order (5). It's reassuring to know that if a product doesn't live up to expectations, it can be simply returned to sender at no extra cost.

Expectation #5: consume better

E-buyers consume a lot... But they also want to consume better! They are increasingly aware of environmental issues and the impact of their consumption.

• 27% say they are concerned about CSR issues and the environmental impact of deliveries (3).
• 40% of consumers cite respect for environmental commitments as the main criterion for evaluating a delivery (4).

Expectation #6: Feedback on the shopping experience

• 80% of e-buyers leave a review after delivery.
• 57% of e-retailers don't ask their customers for a review, or do so only in the cold light of day (7 to 14 days after delivery).

💡 And yet, collecting reviews is now essential for acquiring new buyers, improving the customer experience and therefore building loyalty among existing customers. It also helps to counter negative reviews: if we don't record positive reviews, negative reviews will be more visible!

To optimize e-buyers' shopping experience and build loyalty, you need to offer a delivery service that meets their expectations. Do you need personalized advice? The experts at La Poste Colissimo can help you improve customer satisfaction through an optimal parcel delivery experience.