Avery Dennison: seven-in-10 shoppers want the ability to reroute e-commerce parcels mid-delivery, exposing a gap between expectations and service

Core Insights - E-commerce is evolving, with consumers increasingly demanding flexibility in delivery options, particularly the ability to redirect or reschedule parcels during transit [1][4] - A significant majority of consumers across various product categories express a desire for mid-delivery redirection capabilities, indicating a gap between consumer expectations and current delivery services [2][4] Consumer Preferences - 71% of non-food shoppers and 77% of electronics shoppers want the ability to redirect or reschedule their parcels [1] - Preferences for redirection capabilities are high across categories: 75% for large items (furniture, white goods), 74% for fashion and footwear, 70% for health and beauty items, 66% for books and toys, and 66% for sports and outdoor equipment [2] Cost Implications - Mid-delivery redirection can help prevent costs associated with failed deliveries, which are estimated to cost retailers approximately $17.20 per attempt [3] Technology and Consumer Expectations - The report highlights a significant gap between consumer expectations and the current capabilities of delivery services, despite existing technology that can facilitate mid-delivery redirection [4] - RFID technology is emphasized as crucial for tracking parcels and ensuring data integrity during transit, which can enhance consumer trust and experience [5][6] Expert Opinions - Gino van Ossel, a retail management professor, notes that predictability in delivery is becoming more important than speed, with consumers willing to wait longer if they are informed about delivery times [6] - Julie Vargas from Avery Dennison states that the technology for rescheduling and redirects should be standard in delivery experiences, as it can meet rising consumer expectations and reduce failed deliveries [6]