More direct communication between parcel operators and consumers and increased use of alternative delivery points, are key to improving consumers’ experience of parcel deliveries, postal watchdog Consumer Focus Scotland argues in a new report.
The recommendations to parcel operators are made in Parcel Deliveries: Current Practice and Possible Solutions published this week by the consumer champion, which examines existing parcel delivery practices, the problems consumers face receiving parcels and best practice in innovative parcel delivery solutions from the UK and beyond.
The report also has a special focus on the problems that can be experienced by consumers in the Highlands and Islands and other rural and remote areas, such as higher delivery charges, longer delivery times and delivery restrictions for some rural and remote areas.
These difficulties are often exacerbated by poor communication from online retailers. For example, surcharges for delivery to certain areas may be hidden in small print when buying an item online or in some cases the cost of delivery is not displayed at all when an order is processed.
Consumer Focus Scotland is recommending that retailers must provide clearer information on the cost of parcel delivery at the point of sale. It is also calling for consumers to be offered a choice of how to receive their parcel and which operator to use and for the Royal Mail standard parcel delivery service to be one of the options offered whenever possible.
This is especially important for consumers in the Highlands and Islands and other rural and remote areas, where prices charged by some operators can be higher. Crucially, where parcel operators have to levy surcharges to cover the extra cost of delivering to those living in remote areas, these charges should be kept as low as possible and not unfairly penalise consumers living in these areas.
Consumer Focus Scotland also recommends that consumers should think more carefully about the item they are ordering and where they want it to be delivered. If there is a shortage of information about delivery options they should also ask the retailer before proceeding with an order.
Speaking about Consumer Focus Scotland’s vision for the development of convenient and reliable parcel delivery services, Douglas White, post and communications policy specialist, said:
“The rapid growth in online shopping has helped the parcel delivery industry to flourish in recent years, fuelling consumer demand for innovative delivery services. Previous research alerted us to consumer concerns, particularly among those living in more rural or remote areas, and a belief that services are not being provided in the way consumers need.”
“This report points the way to more consumer-friendly parcel delivery services, with effective communication and more choice of delivery points central to improving the consumer experience. We now intend to pursue our recommendations with parcel operators and retailers to explore how the innovative delivery solutions we have set out can be developed.”
Ends
Notes to editors
- Parcel Deliveries: Current Practice and Possible Solutions is available on Consumer Focus Scotland’s website at www.consumerfocus-scotland.org.uk
- Postwatch, one of Consumer Focus Scotland’s predecessor organisations, published a research study, Understanding social customers’ mail habits and behaviours, in September 2008. It surveyed GB residents and attempted to outline guiding principles for social mail services in the future.
- Consumer Focus Scotland is rooted in over 30 years of work promoting the interests of consumers, particularly those who experience disadvantage in society. We work for consumers in all aspects of their lives: as tenants, householders, patients, parents, solicitors’ clients, postal service users, energy consumers and as shoppers.
Ryan Norton
Communications Manager
Consumer Focus Scotland
Royal Exchange House, 100 Queen Street, Glasgow G1 3DN
Tel: 0141 227 1852
Mob: 07920 870 101
Email: ryan.norton@consumerfocus.org.uk
Website: www.consumerfocus-scotland.org.uk