Convenience the main driver behind Gen Z's parcel expectations

New research from Collect+ has revealed the growing differences in how generations define convenience when it comes to parcel services, “highlighting the increasing importance of large-scale, accessible delivery networks,” it said.

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.

However, the research suggests convenience means different things to different generations. Almost half (46%) of 18 to 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.

The findings highlight the growing importance of extensive parcel networks that can offer both accessibility and flexibility. Location is the biggest frustration for 38% of consumers using parcel collection and drop-off services, while nearly three quarters (73%) say they’ve previously collected or returned a parcel at a local shop or convenience store.

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 to 34-year-olds.

As consumer expectations continue to evolve, the findings suggest retailers and carriers will increasingly depend on large, well-connected OOH networks that can provide convenient access to parcel services at scale.

Sam Holden (left), director of parcels and ecommerce 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 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.”