• UK consumers ‘experience emotional and physical pressure’ over delivery practices

    A YouGov survey commissioned by Localz has shown that nearly 1 in 10 UK consumers are too scared to use the toilet when waiting for a delivery, for fear of missing it.

    The findings from the inaugural 2018 ICurve Report explore the public’s concerns about the current state of last-mile delivery, highlighting the stresses and concerns consumers have as a result of online delivery and on-site utility services.

    Among the highlights, 71% of respondents cited physical and emotional disturbance around delivery appointments. 40% of respondents felt stress and anxiety whilst they waited for a service or parcel delivery, 13% were forced to cancel social plans, 11% experienced disrupted sleep and 7% felt uncomfortable using the toilet.

    According to the report, based on 2,000 respondents across the UK, 75% of overall respondents are available for delivery availability between 05:00, until 22:00. This extended window for deliveries is in contrast with the set up for typical delivery firms who typically operate between 07.30 and 19.30, a twelve hour window which still misses out on 42% of shopper-acceptable delivery times.

    Not all delivery times are equal. Over half of those polled, 53%, want specific delivery slots which are the least disruptive to their personal life and 30% want those least disruptive to the worklife. 65% of respondents who work full time prefer delivery services between 18:00 – 20:00, meaning for this typically busy, and high-spending demographic, most existing delivery services do not work. Other report findings of interest to providers include:

    • 60% of respondents said they would like to be able to live track their delivery.

    • 86% mentioned they would rather communicate directly with the delivery person and have the liberty to change the delivery day and date.

    • 75% of consumers want to know exactly when to expect their parcel.

    • 36% of consumers today want the ability to change the location of their delivery, to a neighbour, work address, or similar, on the day.

    • 53% of respondents said the would greatly benefit if they had the opportunity to directly communicate with the delivery person.

    • 72% of respondents would rather be physically present or have someone else at home to oversee the delivery service person when receiving a delivery or service.

    The report also revealed the darker ramifications of current delivery practices, specifically the effects deliveries have on consumers’ work-life balance and mental wellbeing. 32% of respondents who work full or part-time had to take official leave to wait for a delivery. Moreover, more than one in five said it cost them money as they could not go to work due to a service or parcel delivery. With 75% of the UK population currently in full or part time employment, having flexibility is becoming increasingly important.


    Stuart O'Brien

    All stories by: Stuart O'Brien

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