Geopost: Understanding E-shopper and SME Expectations for Delivery Excellence

This presentation at DELIVER Europe 2024, delivered by Carmen Cureu from Geopost, a leading international parcel delivery network, delved into the evolving expectations of both e-shoppers and SMEs regarding delivery services. Cure emphasized the importance of understanding these expectations to tailor services and enhance customer satisfaction.

E-shopper Expectations: Convenience, Flexibility, and Personalisation

Drawing on insights from Geopost's E-shopper Barometer, a survey of over 24,000 e-shoppers across 22 European countries, Cureu highlighted the key expectations of online shoppers:

• Convenience: E-shoppers value convenience and efficiency, seeking time and cost savings.
• Flexibility: They demand flexibility to change orders, return items, and manage deliveries according to their needs.
• Personalisation: E-shoppers expect personalized experiences tailored to their individual preferences.

Delivery Preferences: Home Delivery vs. Out-of-Home

Cureu discussed the two primary delivery scenarios:

• Home Delivery: E-shoppers expect real-time tracking, predictability, and the ability to choose and reschedule delivery slots.
• Out-of-Home Delivery: The popularity of parcel shops and lockers is rising, with e-shoppers demanding more options and faster next-day deliveries.

While home delivery remains the most popular choice, out-of-home solutions are gaining momentum, highlighting the need for carriers to offer diverse options to cater to different preferences.

Country-Specific Preferences

Cureu emphasised the importance of understanding country-specific preferences, noting variations in delivery expectations across Europe. For example, safe place deliveries are more common in Anglo-Saxon countries, while neighbour deliveries are more prevalent in the Netherlands.

SME Expectations: Essential Deliveries and Trustworthy Carriers

Geopost also conducted research with over 2,000 SMEs across 11 European countries to understand their delivery expectations. Key findings include:

• Delivery is Essential: SMEs rely on timely and reliable deliveries for their operations.
• Carrier as a Trust Signal: The choice of carrier influences supplier selection, with trustworthy carriers enhancing trust and confidence.
• Efficiency and Reliability: SMEs prioritize undamaged deliveries, quick problem resolution, and on-time performance.
• Digital and Human Touch: They expect digital tools for tracking and interaction, but also value human connection and empathy in customer service.

Geopost's Strategy: Sustainability, Technology, and Choice

To meet these evolving expectations, Geopost's strategy focuses on three pillars:

1. Sustainability: A commitment to achieving Net Zero emissions by 2040, investing in low-emission fleets, and empowering customers to reduce their carbon footprint.
2. Technology: Leveraging technology to facilitate tracking, interaction, and personalized delivery experiences.
3. Choice and Convenience: Offering a wide range of delivery options, including day-definite delivery, home delivery, and out-of-home solutions, to cater to diverse needs.

Key Takeaways

• Customer-Centricity: Understanding and meeting the evolving expectations of both e-shoppers and SMEs is crucial for success in the delivery industry.
• Flexibility and Choice: Offering a diverse range of delivery options empowers customers to choose the solution that best fits their needs.
• Technology and Human Touch: Balancing digital tools with human interaction and empathy enhances the customer experience.
• Sustainability: Environmental responsibility is a key consideration for both consumers and businesses.
• Continuous Improvement: Geopost's commitment to ongoing research and customer feedback ensures its services remain aligned with market expectations.

By understanding and responding to the evolving needs of its customers, Geopost is well-positioned to continue leading the way in the dynamic and competitive parcel delivery market.