Ludlow : The pandemic shifted consumer expectations from ‘ wanting ’ convenience to ‘ needing ’ it . The pandemic accelerated the already growing demand for fast , reliable , and transparent delivery services . Consumers became more reliant on home delivery . They expected faster turnarounds , real-time updates , and more control over their delivery experience . As safety concerns grew , flexibility in delivery windows , contactless options , and better communication became non-negotiable .
Robider : Consumers wanted to know where their products were and when they would be delivered with real-time updates . This accelerated our technology capabilities and provided flexibility in our service offerings with options like contactless delivery .
Osborn : Those service demands became even more elevated as the pandemic continued .
CLDA Mag : How have consumers ’ expectations from delivery companies changed since the pandemic ?
Ditizio : In one sense , we were victims of our own success . We delivered on those elevated expectations during a tough time . We provided excellent service to consumers who were sheltered . As a result , today ’ s consumers expect that level of service to be the norm .
Ludlow : Consumers now expect more than just fast delivery . They demand reliability , transparency , and personalization . They expect those options to be readily available if they want to reschedule or change their delivery location . There ’ s also an increased emphasis on sustainability and environmentally responsible practices . Simply put , consumers want more control , more transparency , and a greater sense of partnership with their delivery provider . In addition , e-commerce has revolutionized our industry since the pandemic . The demand for home delivery of oversized and bulky items has skyrocketed as more consumers got comfortable purchasing everything online — from furniture to exercise equipment . This shift has forced delivery companies like FragilePAK to adapt quickly , focusing on e ! ciency , customer communication , and more personalized services . Consumers expect not only fast delivery but also seamless coordination and flexible scheduling . As a result , we ’ ve invested in better technology , enhanced tracking systems , and more comprehensive delivery solutions to keep pace with consumer expectations and provide a complete delivery experience .
Osborn : I agree with Julian . The pandemic caused many consumers to become more comfortable with strangers delivering products right into their homes . Since then , those same consumers have raised their expectations of what a home delivery team should be willing and capable of doing . Three years ago , most people would not have wanted a sofa brought into their homes by strangers . Now , those same consumers want our team to bring it in , assemble and demo the product .
Robider : Consumers ’ expectations have grown exponentially , especially with the increase in the work-from-home environment . Regardless of the size of the product , consumers expect parcel-level delivery speed , even with big and bulky deliveries . They now focus on hitting the delivery window rather than the delivery date . Time is more invaluable now than ever before .
18 customized logistics & delivery Magazine I fall / winter 2024