Home Delivery or Click and Collect? Pros and Cons.

How to Meet Consumer Desire for Contactless Delivery

Human beings are a social species, but the threat of the COVID-19 pandemic has compelled many to isolate, whether by personal desire or local legislation. This lifestyle change has inspired consumers worldwide to have everyday necessities–from food to medicine to office supplies–delivered to their homes.

According to the Wall Street Journal, UPS’s average daily shipping volume rose 21% in Q2 of 2020 with a 65% increase in shipments to homes, which is faster than the company has ever recorded. Shipping volume is expected to continue as the pandemic does.

At the same time, as we seek to “social distance”, we have become wary of physical contact. This year, a few hundred epidemiologists and infectious disease experts interviewed by The New York Times said it would likely be a year before they would feel comfortable hugging or shaking the hand of a friend.

Contactless delivery is here to stay

Not only is contactless proof of parcel delivery safe, efficient and affordable, it’s here to stay. In the Anyline survey mentioned earlier, three out of four consumers reported that having an unacceptable delivery experience affects their decision to continue doing business with the delivery company or enterprise from whom they acquired the item.

As many of the new consumer habits developed this year continue on post-pandemic, providing the contactless delivery consumers desire becomes a key component of offering a great overall customer experience. The companies that deliver will be those who drive loyalty for years to come.

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