DHL eCommerce UK: consumer demand for flexibility is growing

Data from DHL eCommerce UK today reveals that more than one third (35%) of consumer shipments are redirected while in transit, showing huge consumer demand for flexibility, with one in ten orders amended on the day of delivery.

DHL is also seeing month-on-month growth for redirections to parcel collection points such as DHL ServicePoints and lockers as consumers seek more convenient options. During peak periods of online shopping, redirections to parcel collection points increase in popularity by up to 50% and DHL is anticipating high volumes throughout the ‘summer of sport’.

According to data from DHL’s Global Online Shopper Trends Report* people in the UK are the most trusting of their neighbours with their parcels, with more people in the UK stating a preference for deliveries to be redirected to their neighbours than any other country.

In addition, as home working has risen, more consumers are opting for options such as ‘do not disturb’, which instructs the driver not to knock at the door but automatically leave the parcel in a safe place.

Stuart Hill, CEO DHL eCommerce UK, says: “The data clearly shows that consumer demand for flexibility is growing and we can expect to see this ramp up over the summer months when people are out of the home even more, enjoying the weather and the summer of sport.

“By tracking and understanding how consumers are interacting with their deliveries we can drive a better service, provide valuable insights to our customers and continue to develop our offering with more choice and control for the consumer.”

In rural areas where neighbours are more remote, consumers are opting for parcels to be left in safe places on their premises, whereas in urban areas, close neighbours are the most common point of redirection. While changes in delivery location is the most common request from consumers, few consumers chose to change the delivery date, showing that certainty and timeliness are paramount.

Redirection through the DHL eCommerce UK app is available until the driver attempts delivery so consumers remain in control, even at very short notice.