Anyline Inc. announced findings published in its “2021 Anyline US Survey of Consumer Attitudes.” According to the survey, 70% of Americans want a contactless digital alternative to proof-of-delivery signatures for their high-value packages, a practice largely abandoned by last-mile delivery companies since the outbreak of COVID-19. Anyline’s survey of 500 U.S. shoppers ascertained consumer preferences and attitudes about in-person package delivery in the age of Coronavirus.
The research also uncovered a significant ‘accountability gap’ that is costing both consumers and their delivery providers. This is a result of lost and damaged packages that are not being accounted for and bad actors who are taking advantage of relaxed verification processes to defraud businesses. As home shipments have increased by 65% over the past quarter, more than half of survey respondents (53%) reported to have had a package delivered damaged, while more than four in 10 (43%) experienced a package being lost during a delivery.
Additional key takeaways from the report include:
● Negative delivery experiences are putting loyalty at risk, with more than three quarters (77%) of shoppers confirming they would reconsider purchasing from a company based on poor delivery.
● Seven in 10 (69%) respondents believe the delivery company chosen by businesses is important to their purchasing decision.
● While more than two-thirds of consumers expect to continue their current shopping habits even after the COVID-19 pandemic, the current lack of identity verification procedures for high-value packages is at odds with the wishes of three out of four (75%) respondents, who rated this practice as a major factor for them.
“In a year of unprecedented change, consumers are relying more than ever on last-mile delivery services, yet many companies are risking their reputations by offering no replacement to previously widespread ID verification methods for high-value and restricted deliveries. One viable alternative would be to combine package barcode scanning with OCR technology to read recipient IDs and verify their identity within seconds, all while maintaining social distancing,” said Christoph Braunsberger, president, Anyline Inc. “During a holiday season of uncertainty for so many shoppers, last-mile delivery companies can strengthen their brand loyalty by giving consumers a contactless verification process which ensures their packages are tracked, verified and accounted for.”