New Australia Post report explores how retailers can improve delivery experience

With e-commerce growth in Australia showing no signs of stopping, retailers must now place their attention on getting the delivery experience right, according to a new Australia Post report.

According to the postal service company, local e-commerce sees more than five million households shopping online each month, and growth for the 12 months to April 2021 up more than 45% when compared to the previous year.

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With this increased participation, online shoppers are calling for improved delivery experience.

In its latest report titled “The Delivery Experience. Getting it right. Why it matters. And how data can help.”, AusPost draws on data and insights gained from more than 400 million parcel deliveries to 12.3 million address each year.

The report explores five data-based recommendations to help Aussie retailers improve their delivery experience, such as reducing signature on delivery, offering more collection points and using best fit packaging.

Australia Post General Manager Data Science, Silvio Giorgio, said this inaugural report was an opportunity to share what AusPost has learned from its millions of daily customer interactions with online retailers across the county.

“eCommerce 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,” Giorgio said.

“We know a great online retail experience culminates in a great delivery experience, and with more Australians shopping online more often, it’s never been more important that retailers get it right,” he said.

He continued that the report was created to help illustrate what getting it right looks like, share the investments AusPost 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). For apartment dwellers this increase in NPS can be as much as 37 points,” Giorgio shared.

“As the delivery partner for many online retailers getting this right is our priority too, which is why we continue to invest in our infrastructure and automation, tracking and scanning capabilities, delivery predictions and customer notifications,” he concluded.

Source: Australia Post newsroom