All good things come to those who… ‘Wait’ okay, consumers understanding

Some 96% of shoppers will allow more time for deliveries for holiday and special days like Christmas, to ease the pressure off retail/delivery.

With the online shopping boom showing no signs of slowing down, retailers are preparing for the biggest and busiest peak period in history. New research from an award-winning parcel delivery service reveals that while many Australians plan to shop the major upcoming online sales events, the majority are also understanding of the additional pressure placed on retailers and couriers and are willing to give parcels more time to arrive during this period.

Parcel delivery service CouriersPlease (CP) commissioned a survey of an independent panel of 1,010 Australians to gauge online consumer shopping behaviours and sentiments ahead of this year’s major sales events with other countries, such as New Zealand, expecting similar consumer behaviour post Covid-19 restrictions.

This year, Australian shoppers are predicted to spend more than A$58 billion in-store and online during the sales events leading up to Christmas. Following Black Friday, the biggest shopping event of the year with about eight million purchases, Paul Roper, chief commercial officer at CP, says the high volume of orders continue to put further pressure on retailers and parcel delivery services across the country.

Interestingly, the findings also reveal nearly all consumers (96%) are willing to allow more time to receive their parcel during this months’ sales, to ease pressure on couriers and retailers. Half (52%) of respondents said they are willing to allow two to three additional days to receive their parcel, while 17% are prepared to wait four to six additional days. This suggests an increasing understanding of the pressures couriers face during major shopping events, and as a result of the recent lockdowns, resulting in an eCommerce boom.

Roper says: “Our findings show that shoppers are becoming increasingly aware of the surge in orders retailers receive during these busy sales periods and the pressure this puts on the supply chain. Customers are willing to wait additional days for delivery as long as their delivery company is effectively communicating with them and managing delivery time expectations.”

CP also uncovered the types of goods consumers will be most likely purchase during this year’s major shopping events (results were prior to Black Friday). A third (34%) will shop for technology, electronics, appliances, and furniture, while a quarter (25%) will purchase fashion items. The substantial discounts on offer are certainly enticing to consumers to shop ahead for Christmas and make major savings on more expensive items such as televisions, computers, and household appliances.

“During last year’s Christmas period CP handled more than eight million parcels and we’re preparing for a 30% increase on those volumes this year. During major sales events, retailers would be wise to set realistic delivery timelines as well as setting conservative cut-off dates for Christmas orders to avoid unnecessary anxiety for their customers throughout the holiday period. Regular communication is key in establishing accurate delivery times and managing consumer expectations, reducing customer service enquiries and complaints.”