Analysis of the e-commerce market - reports from the aspect of courier services

A steady increase in turnover, the opening of new business areas, the implementation of new methods of communication with the customer - these are just some of the phenomena we are currently dealing with in the e-commerce industry. InPost is an important link in the development of this branch of business, providing courier services for many of its entities.

How does the level of courier services affect the growth of the e-commerce market?

Smooth, fast delivery of the parcel is one of the key factors determining customer satisfaction with the transaction. In order to realise the importance of this element, it is worth imagining a situation in which we receive the desired birthday presents, e.g. 3 days after a birthday party to which we have invited all our friends. From the moment the party ends until the gifts are received, we will be accompanied by feelings of disappointment and a range of negative emotions, and it is unclear whether the satisfaction after unwrapping the gifts will be able to 'make up' for these experiences.

In the case of the delivery of goods ordered in online shops, a similar mechanism will work - on the website we can see exactly the declared time of dispatch, and it is only up to the courier company how quickly we receive the product(s). It is this company and its employees who, by their behaviour, influence the consumer's satisfaction and willingness to make further orders. To a certain extent, they shape the customers' opinion of the entire e-commerce industry. A delivery that runs smoothly and quickly can contribute to the customer shopping with the online shop again. Outsourcing logistics services can definitely contribute to this. How does this work? By storing the e-commerce goods in the courier company's warehouse, the entire order handling procedure is faster and the customer can receive the package the very next day! Check out the details of the InPost Fulfillment service and start cooperating with us."

Cash on delivery - is it still popular?

The share of cash-on-delivery payments in the total number of online orders is decreasing year on year, but there is still a large number of consumers who consider this method to be the only one acceptable to them. This is related, among other things, to a lack of trust in modern technologies (instant payments, online banking) and in shops (fear that the goods will not match those seen on the website). These attitudes are most common among the elderly, while the youngest generation is keen to pay online, not only through their bank, but also through separate services offering instant payments.

How are Parcel Machines affecting the e-commerce industry?

The growing network of Parcel Machines, encircling the entire country, is a clear support for online shops. According to reports on the e-commerce industry, customers are increasingly willing to choose this delivery method, not least because of its 24-hour availability and discretion. The parcel can be picked up on the way from work, even in the middle of the night, which is particularly appreciated by people working at unusual hours. It is worth combining the collection of a parcel with an evening jog, for example.

The available means of returning goods is another important issue that strongly influences the development of the e-commerce industry. InPost is leading the way in this area, providing the szybkiezwroty.pl service. Thanks to this service, online shop customers can quickly and without unnecessary complications return goods with which they are not entirely satisfied, or even those they ordered somewhat hastily and ultimately want to withdraw from the transaction. The availability of such functionality definitely increases a shop's turnover, as the consumer feels much safer knowing that he or she can easily return purchased products. Although the implementation of this option may seem on the surface to be a proverbial 'shot in the knee' for a shop owner, in practice, it turns out that the profits of shops using the rapid returns are increasing, not decreasing.

Shipment tracking and other functionalities

The feeling of being in control of the entire process has a great impact on the comfort of the goods purchaser. The ability to track a parcel from the warehouse to the final addressee is therefore another of the factors that positively influences Poles' shopping preferences. Notifications via SMS or e-mail make it easier to receive the parcel as soon as it arrives at the Parcel Machine.

The order status preview, available directly from the customer's phone, is an option that definitely makes the shop's work more efficient. Thanks to this functionality, the ordering party does not have to contact a shop employee to find out when they can expect the delivery to arrive. This saves the site owner a lot of time, which can be used for other purposes.

What are online shop owners investing in?

In one survey of the e-commerce industry, respondents were asked about the changes they had implemented in 2018. One in five respondents indicated that they had introduced new delivery options. This reflects the desire of much of the market to expand the range of options for customers. This allows the shop to gain a competitive advantage over other operators. Nevertheless, e-commerce operators in the previous year primarily invested in a redesign (more than 40 per cent), as well as in the purchase of an SSL certificate (36 per cent). Almost one in three shops launched fast payments and incurred costs for the positioning of their sites. A significant proportion of marketers choose to advertise via Facebook or Google Ads, as well as free publications within social networks. Methods familiar from previous years, such as mailings, are far less successful.