Australia Post has used the experience of delivering 400 million parcels a year to publish a report on the best ways for retailers to prepare their products for delivery.
General Manager, Data Science at Australia Post, Silvio Giorgio said e-commerce in Australia was going from strength to strength and with this increased demand came expectations from online shoppers that retailers would get their delivery experience right.
“New research from Australia Post explores five data-based recommendations such as reducing signature-on-delivery, offering more collection points, and using best-fit packaging to help retailers with that experience,” Mr Giorgio said.
He said Australia Post produced the report The Delivery Experience. Getting it Right. Why it Matters. And How Data Can Help.
“It draws on Australia Post data and insights gained from more than 400 million parcel deliveries to 12.3 million addresses each year,” Mr Giorgio said.
“This inaugural report is an opportunity to share what Australia Post has learned from its millions of daily customer interactions with online retailers across the country.”
He said e-commerce had experienced a phenomenal rise last year, but when it came to online’s share of total retail, Australia lagged behind its international peers.
“There is a lot of growth still to come, presenting an incredible opportunity for Australian retailers as long as they get it right,” Mr Giorgio said.
“We have created this report to help illustrate what getting it right looks like, share the investments Australia Post is making, and provide some simple adjustments retailers can make that can have a significant impact on the overall customer experience.”
As an example, he said reducing signature-on-delivery could lead to a drop in missed delivery rates by up to 89 per cent.
“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,” Mr Giorgio said.
Copies of the Australia Post’s 38-page Delivery Experience Report can be accessed at this PS News link.
