New Survey Shows Scale of Missed, Lost and Stolen Deliveries for UK Online Shoppers  

As multi-tenant buildings seek to ensure efficient and secure parcel deliveries this Black Friday and Christmas, Quadient research reveals 31% of shoppers expect to miss at least one delivery this year and that a worrying 20% experienced lost or stolen parcels in the last 12 months

Quadient (Euronext Paris: QDT), a leader in helping businesses create meaningful customer connections through digital and physical channels, has today announced the findings of a survey* into shopping behaviour and parcel delivery expectations, as consumers prepare for Black Friday and Christmas. The survey of 1,000 UK respondents conducted in October 2020, highlights the need for reliable incoming parcel management as delivery volumes rise. 

Key findings of the research include:

  • Half of UK shoppers will do most of their Black Friday and Christmas shopping online for delivery or click and collect this year with nearly a third (31.5%) opting for home delivery
  • 31% of shoppers expect to miss at least one delivery that will require redelivery attempts or depot collection this year
  • 48% of online Black Friday and Christmas shoppers say they’ll shop that way due to COVID-19 restrictions, while 45% cite convenience
  • Parcel locker users, asked about the most likely reason they use lockers, cited convenience (24%) and 24/7 availability (22%), but COVID-19 restrictions are also influencing locker use, with 17% giving that reason.

“Now that online shopping is such a part of our everyday lives, shoppers will want quick, convenient and secure deliveries this holiday season,” said Bren Standell, commercial director parcel lockers division UK/IRL at Quadient. “For multi-tenant buildings, the issue of incoming parcel management is particularly acute, as managers and agents will want to minimise parcel build-up and provide a safe and secure way for tenants to take delivery of their items with reduced contact. As parcel volumes rise, property managers and agents will also want a solution that reduces operational expenses and increases resident satisfaction.”

Security can be an issue when shoppers aren’t available to take delivery of their parcels directly. Of all respondents to the survey, a fifth experienced lost or stolen parcels in the last 12 months. Meanwhile, solutions that help multi-tenant residents return unsuitable goods are likely to grow in popularity, as nearly 50% of consumers responding to Quadient’s survey return items they’d had delivered.

The survey also found:

  • Missed deliveries are a perennial problem, with 42% of shoppers saying they missed at least one delivery that required a redelivery attempt or depot collection last year
  • 29% of UK consumers shop online more than once a week; nearly three-quarters (73.5%) shop online at least once a month
  • Almost 2 in 5 (38%) use parcel lockers.

Parcel Pending by Quadient is a customisable smart locker system, offering a number of different locker sizes to accommodate a wide range of parcel dimensions while also being configured to fit available space within buildings. Additionally, Parcel Pending by Quadient is carrier-agnostic, allowing any carrier to make a delivery to the locker solution.

“This year, many consumers have had to change their shopping habits and this has brought to the fore issues with missed online deliveries and parcel storage,” continues Standell. “As residents continue to shop online more than usual, we can expect to see increasing pressure for parcel management that meets the needs of efficiency, security and convenience. Tackled in the right way, incoming parcel management can provide tenants with parcel deliveries and collections from home, while eliminating pressure on staff.”

*Survey of 1,000 general respondents in the UK between 28.10.20 - 30.10.20 conducted by Censuswide.

About Quadient®

Quadient is the driving force behind the world’s most meaningful customer experiences. By focusing on four key solution areas including Customer Experience Management, Business Process Automation, Mail-Related Solutions, and Parcel Locker Solutions, Quadient helps simplify the connection between people and what matters. Quadient supports hundreds of thousands of customers worldwide in their quest to create relevant, personalized connections and achieve customer experience excellence. Quadient is listed in compartment B of Euronext Paris (QDT) and is part of the CAC® Mid & Small and EnterNext® Tech 40 indices.

For more information about Quadient, visit

Media Contact

Finn Partners                                           



A rich history of world-class leadership

Backed by the experts

Backed by the experts

Gartner, Forrester, and Aspire



8 billion personalized experiences annually

Proven results

Proven results

97% customer satisfaction rate