Retail’s Online Challenge: Survey Reveals 31% of Shoppers Expect Redelivery Attempts

Quadient (Euronext Paris: QDT), a leader in helping businesses create meaningful customer connections through digital and physical channels, today announces the results of a consumer survey* examining shopping intentions and parcel delivery challenges as we approach Black Friday and Christmas. The survey of 1,000 UK respondents conducted in October 2020, reveals that half of UK shoppers will do most of their Black Friday and Christmas shopping online for delivery or click and collect in store. However, it also suggests online doesn’t guarantee a hassle-free experience, as 31% of shoppers expect to miss at least one delivery that will require redelivery attempts or depot collection, this year.

The survey highlights the need for convenient online delivery solutions that fit with today’s consumer lifestyle. Key findings include:

  • 29% of UK consumers shop online more than once a week; nearly three-quarters (73.5%) shop online at least once a month
  • While nearly a third of shoppers (31.5%) will shop mostly online for home delivery this Black Friday and Christmas, a worrying 20% have experienced lost or stolen parcels in the last 12 months
  • Nearly a third (31%) of online shoppers use Click & Collect services at least once a month.

“While a significant chunk of this year’s consumer spend has gone online, the ‘last mile’ delivery that gets goods to customers, is still proving to be a challenge,” said Bren Standell, commercial director parcel lockers division UK/IRL at Quadient. “Consumers have experienced the inconvenience of missed parcel deliveries and the upset of stolen items. Retailers can create a compelling shopping experience by providing options that help consumers safely and securely take delivery of parcels.”

The survey also found:

  • 48% of online Black Friday and Christmas shoppers say they’ll shop that way due to COVID-19 restrictions. A similar percentage (45%) mention convenience
  • Shoppers who use parcel lockers do so for the convenience (24%) and 24/7 availability (22%), but COVID-19 restrictions are also influencing locker use – mentioned by 17%.

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 has given rise to a new priority - that of reduced contact deliveries made possible through parcel collections to secure hubs,” continues Standell. “When customers collect items in-store or from pick-up points, they want the experience to be quick, convenient and secure. That’s as important to the retailer of course, that benefits from delivering to fewer locations and reducing the need for staff involvement in customer order collections.”

*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