Growing differences in how generations of parcel users define convenience have come to light, with Gen Z placing increasing importance on extended opening hours, new research from Collect+ has revealed.
Almost half (46%) of 18–24-year-olds say limited opening hours are one of their biggest frustrations when using parcel collection and drop-off services, compared to just a quarter (25%) of those aged 65 and over.
Convenience is also becoming increasingly important as more consumers participate in online resale. More than three quarters (77%) say convenient parcel drop-off is important when deciding whether to sell items online, rising to almost nine in ten (89%) among 25–34-year-olds.
Nearly two thirds (65%) of UK consumers say they would only travel up to 10 minutes to collect or drop off a parcel, underlining the importance of having parcel services located close to where people live and work.
Location is the biggest frustration for 38% of consumers using parcel collection and drop-off services, while nearly three quarters (73%) say they have previously collected or returned a parcel at a local shop or convenience store.
As consumer expectations continue to evolve, the findings suggest retailers and carriers will increasingly depend on large, well-connected out-of-home networks that can provide convenient access to parcel services at scale.
Sam Holden, Director of Parcels and E-Commerce at PayPoint said:
“Consumers increasingly expect parcel services to fit around their lives, but our research shows different generations prioritise different aspects of convenience. Younger consumers are looking for flexibility and extended access, while older shoppers place greater value on proximity and ease of use.
“What this means for retailers and carriers is that scale matters. Consumers want parcel services to be available where and when they need them. Networks with broad national coverage and strong local density are best placed to meet those expectations.
“With more than 14,000 Collect+ locations across the UK, we’re helping ensure consumers can access parcel services through trusted local stores, while giving retailers and carriers the reach, resilience and convenience they need.”
