German consumers do not fear a gift delivery disaster at Christmas

German consumers do not fear a gift delivery disaster at Christmas
Thu, 23/12/2021

Munich, 09 November 2021 - Despite massive warnings in the media of supply bottlenecks in this year's Christmas business, German consumers are currently still very relaxed when it comes to buying presents. This is shown by a survey of 2,184 adults over the age of 18 from Germany, which was conducted by the market research institute YouGov on behalf of parcelLab.

According to the survey, only one in ten consumers is currently "very worried" or "quite worried" that their Christmas presents will not be delivered on time this year. In contrast, 51 percent of respondents have little to no concern that the postman will ring the doorbell with their online orders in time for Christmas Eve.

Majority of consumers in Germany shop for Christmas presents in December

Accordingly, German consumers are taking their time with their gift shopping on the web. As the parcelLab survey shows, only seven out of 100 respondents had already done all their Christmas shopping by Halloween. A further 16 percent want to have bought all their presents by Black Friday and Cyber Monday at the latest. In contrast, more than one in three consumers in Germany plan to do their Christmas shopping in the course of December. Two per cent are also last-minute shoppers this year, who will only really start shopping on or after 23 December.

When asked how consumers' shopping habits have changed compared to last year, the results show: 13 percent of consumers want to shop online "considerably" or "a little" more than last year. One in three respondents is maintaining last year's shopping behaviour. And as many as eight percent said they would hunt for gifts in online retail less frequently than in 2020.

Low willingness to pay for delivery guarantees in time for the festive season

Willingness to pay for a punctual delivery experience remains rather low. Only 12 per cent of respondents signalled an interest in paying higher delivery costs for a guaranteed delivery date. Eleven percent would pay a surcharge if they could then decide for themselves which delivery person would ring their doorbell. And almost a third of consumers said they would rather wait longer for a parcel if the exact delivery date was known and no extra surcharge was due.

"Every year, the Christmas season presents online retailers with special challenges when it comes to operations experience management," comments parcelLab co-founder Anton Eder on the study results. "However, it seems that the fact that even in the exceptional year of 2020 the delivery of gifts went largely smoothly has further strengthened consumer confidence in e-commerce. Retailers should not rest on their laurels, however, but use the opportunity to positively surprise potential new customers in the Christmas business with outstanding service even after they have clicked on the order button - and thus retain them permanently."

About parcelLab

parcelLab is the world's leading operations experience management platform. parcelLab's platform automatically transforms data generated at different points in the shipping process into personalised, branded messages, making parcel shipping a true customer experience. The company accompanies around three million shipments every day and sends almost seven million proactive, personalised information messages in the process. The shipping data comes from more than 150 carriers worldwide, including DHL, FedEx and DPD.Honoured with the Supply Chain Award 2019, the scale-up was also named by the Financial Times as one of the fastest growing technology companies in Europe in 2020.

parcelLab has offices in Munich, London, Paris and New York and transforms - among others for IKEA, Bose, Puma, Lidl and Nespresso - the contact from the order to the return into a sustainably positive purchase experience.

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