Kantar: 89 per cent of respondents choose Paczkomat® as their most common delivery method
27 May 2021
The NPS score for collections from Paczkomat® parcel lockers rose to 72 points, and for postings to 74 points
According to a Kantar survey[1], as many as 89% of respondents choose InPost Paczkomat® parcel lockers as their preferred delivery method – this remains the most popular option, with its popularity increasing with each successive wave of the survey. Other delivery methods are seeing a decline – including collection from a collection point. Furthermore, 70% of respondents now choose InPost Paczkomat® lockers as their preferred method of sending parcels – whereas a year ago, only 51% of respondents made such a choice. The current figure is a full 25 percentage points higher than the second-most popular option: posting at a Poczta Polska branch.
The NPS score – which measures customer satisfaction – for collecting parcels from self-service terminals rose by 1 percentage point compared with the previous survey to 72 points, whilst for sending parcels it rose by as much as 4 points to 74 points. This is due to the label-free parcel posting option in the app, which is very highly rated by customers; no other courier company in Poland can boast a similar score.
“The fact that 89 per cent of respondents cited InPost’s Paczkomat® machines as their preferred delivery method is a source of pride for us, but it is also proof of the enormous trust our customers place in us, and I can promise one thing – we have no intention of letting them down. As research shows, we are the undisputed leader in the Polish delivery and parcel market – we have overtaken many strong brands, including international ones. The NPS score – which reflects the level of satisfaction with collections via smart devices – has risen to a level that no other Polish company in our sector has managed to achieve. Furthermore – and this is something I am particularly pleased about – parcel drop-offs via self-service kiosks® are very highly rated, and their satisfaction score even exceeds that for parcel collections. It is clear that customers appreciate our investments in technology, particularly the recently introduced option to send parcels without a label, using only the app. It was a real hit. I can only say once again – thank you very much for this level of appreciation, on behalf of myself and all the staff at InPostTeam. I promise that we will further accelerate the development of our services, this most eco-friendly form of delivery in Poland.” – he said Rafał Brzoska, CEO of InPost.
InPost now has over 6.5 million active app users InPost Mobile. Thanks to the app, several people can collect parcels from a single parcel locker at the same time, without having to queue or touch the screen – the lockers are opened using a smartphone. The revolutionary service for posting parcels via the app is also breaking popularity records – parcels are sent via the InPost Paczkomat® network to another device or to a specified home address. There’s no need to stick any labels on the parcel – all you need is the electronically generated QR code or the dispatch code from the app. For the past year, the InPost app has been among the most downloaded and used apps in Poland on the GP and App Store. Via the InPost Mobile app, you can pay for your parcel using a BLIK code, a payment card or a quick bank transfer (DotPay), and soon Apple Pay and Google Pay will also be available. You can, of course, track the status of your parcel in the app, but also on the website inpost.pl in the ‘Track your parcel’ section and via the chatbot, by entering the 24-digit parcel number or your telephone number and the last 4 digits of the parcel number. The InPost Mobile app can be downloaded from Google Play, the App Store and Huawei AppGallery.
You can also contact InPost via Google Assistant. The conversation begins by calling up a bot called ChatBot Mat with the phrase “Talk to InPost”. Customers can ask, amongst other things, about the status of their parcel, the nearest Paczkomat®, and – new this time – the number for courier. The same bot is also available on Messenger, complete with all its features.
In April 2021, InPost, in collaboration with IdoSell, launched the groundbreaking Smile service. Thanks to this, consumers who shop at selected online stores will receive free delivery to their device on orders worth over 40 zł.
In light of the rapid expansion of the Paczkomat® InPost network in Poland and across Europe, InPost is building a new factory to manufacture these machines and will develop a research and development centre. The factory will be built as part of the newly established City Logistics Kraków Airport business park, will cover a total area of 7,230 m² and will be fitted with solar panels. It is due to open as early as June 2021. The new facility will be built right next to the Balice II junction on the A4 motorway. This will enable InPost to improve the efficiency of its production processes whilst ensuring a convenient workplace location for its staff and increasing employment. At City Logistics Kraków Airport – in addition to the production of equipment, including the electrical assembly of touchscreen modules – a research and development centre will be expanded to include two laboratories and a showroom. Development work and testing of new solutions will be carried out there.
The carbon footprint calculator shows that if traditional home deliveries by courier were replaced by delivery to an InPost Paczkomat® parcel locker, the reduction in CO₂ emissions would be as high as 75 per cent[2]. Delivering a parcel to an InPost machine means at least 0.35 kg less CO2 emissions into the atmosphere per parcel. This makes InPost the most environmentally neutral logistics service provider.
InPost also offers a service “Weekend Parcel” – due to the growing demand for services. It enables deliveries to collection points even on Saturdays and Sundays – the cost of the service is 4.99 zł including VAT. Under the ‘Weekend Parcel’ service, parcels are delivered to customers at the weekend provided that they are posted (i.e. dropped off at a parcel locker or POP, or a collection request is made via courier) by 1.00 pm on Saturday.
The number of InPost Paczkomat® machines (over 12,000 units in Poland) is more than double the number of Poczta Polska’s own branches (4,600[3]). InPost Paczkomat® machines are also available in Poland at shops: Dino, Lidl, Kaufland, the Delikatesy Centrum chain organised by the Eurocash Group, and also in Auchan shopping centres. InPost has also signed an agreement with the Auchan retail chain for the delivery of Ice cream vending machines. The features of InPost’s refrigerated lockers enable the safe storage and collection of food, drinks and frozen goods ordered online via Auchan Direct. According to Kantar research, as many as 40% of online shoppers want to collect their groceries from the InPost Paczkomat® network.
Furthermore, InPost – in response to market demand – has launched Paczkomat® InDoor. This type of device is specifically designed for installation inside buildings. It enables property owners to provide their residents and tenants with the most convenient and popular option for collecting their purchases. At the same time, they attract local residents to the area – which helps generate additional revenue for shops and service outlets.
According to a Gemius report[4], parcel lockers are the most popular delivery method – they have overtaken couriers. As many as 61 per cent of online shoppers prefer this type of delivery. This represents a rise in the service’s popularity amongst internet users of as much as 9 percentage points compared with the findings of the 2019 report. For the first time ever, the InPost Paczkomat® network has overtaken courier deliveries in popularity, with 55% of respondents choosing it – this is the first result of its kind in the world. Furthermore, as many as 68 per cent of respondents state that the option to collect their purchases via InPost lockers motivates them to shop at a particular online store – this represents a year-on-year increase of 7 percentage points.
Since 2019, InPost has been the market leader in warehouse space lettings in Poland. In 2019, the company let a total of 107,950 m² – accounting for 4 per cent of total net demand in the country[5] . InPost was also the leader in the CEP sector in terms of space brought into use in 2019 – a total of 57,863 m² – thereby finishing ahead of DHL and Poczta Polska on the podium. The sites launched by InPost in 2019 position the company amongst the top three most active e-commerce players in the warehouse logistics market – in this respect, InPost is second only to Amazon and Zalando, the global e-commerce giants.
InPost is also investing in eco-friendly transport. The company has expanded its fleet of electric vehicles with 40 new Nissan e-NV200 XL Voltia models and has announced plans to purchase more. The vehicles offer a range of up to 200 km in urban areas, 8m³ of load space and a payload capacity of 580 kg.
InPost is systematically introducing new services – specifically, the Paczkomat® Urząd 24 parcel locker. These specialised devices, launched in 2020, have been provided to government offices, including, amongst others, in Toruń, Gorzów Wielkopolski, Gdynia, Kraków, Kalisz, Słubice, Dąbrowa Górnicza, Poświętne, Izabelin, Nowy Targ, Wolsztyn, Chojnice, Pruszków, Brodnica, Gorzów Wielkopolski, Wołomin, Koszalin and Lubań. These allow residents to carry out administrative tasks without having to enter a building or have direct contact with officials. Further installations of the machines at local government offices across Poland are planned – InPost is in talks with several dozen more towns.
InPost has also launched its InPost Fulfilment logistics service, designed for business customers. The company provides infrastructure and expertise, and supports customers at every stage of the warehousing process. As a logistics partner, InPost offers the highest quality of service and automation of the entire logistics process, drawing on its own experience. Thanks to the InPost service Fulfillment E-commerce entrepreneurs can focus on growing their own business without having to worry about issues relating to warehouse facilities, packing goods and dispatch.
InPost S.A. (‘InPost’) is a leading e-commerce delivery platform. Founded in 1999 by Rafał Brzoska in Poland, InPost operates a network of Paczkomat® parcel lockers in Poland, the United Kingdom and Italy, and also provides courier and fulfilment services for e-commerce retailers in Poland. In 2020, InPost handled 249 million parcels via its Paczkomat® machines, working with over 26,000 e-retailers. Strategically positioned within the rapidly growing e-commerce ecosystem, it capitalises on favourable market trends – enabling the rapid roll-out of new machines. InPost’s Paczkomat® parcel lockers provide consumers with a cheaper, flexible, convenient, environmentally friendly and contactless delivery option. As a result, InPost offers the most environmentally friendly delivery solution for e-commerce – delivery to parcel lockers reduces CO₂ emissions by two-thirds compared with courier deliveries in urban areas and by as much as 90 per cent in rural areas. Furthermore, it helps reduce traffic congestion whilst providing a more convenient parcel delivery solution for consumers, available 24 hours a day, 7 days a week, without the need to wait at home for a delivery. Highly efficient IT infrastructure and the rapid implementation of new technologies form the basis of InPost’s operations and growth. The InPost mobile app, ‘InPost Mobile’, is one of the most popular apps in Poland, with 6.5 million active users. In January 2021, InPost successfully made its stock market debut on EURONEXT Amsterdam.
