Kantar: 89% of respondents choose Parcel Machine® as their most frequent delivery method
27 May 2021
The NPS index for receipts at Parcelcomat® devices increased to 72 points and for dispatches to 74 points
According to the Kantar survey[1], as many as 89% of respondents choose InPost Parcel Machines® as their form of delivery - it is still the most frequently chosen form, with its popularity increasing in each successive wave of the survey. Other forms of delivery are seeing declines - including point-to-point delivery. In addition, already 70% of respondents choose Paczkomat® InPost machines also as a form of delivery - while a year ago, such declarations were made by 51% of respondents. The current result is as much as 25 p.p. higher than the second-ranked option of sending at a Polish Post Office outlet.
The NPS index - which determines the level of customer satisfaction - for collecting parcels on devices increased by 1 percentage point compared to the previous survey to 72 points, and for sending parcels it increased by as many as 4 points to 74 points. This is a result of the option of label-free parcel sending in the app, which is very well rated by customers; no courier company in Poland can boast a similar indicator.
"The indication of Paczkomat® InPost machines at the level of 89% as the preferred form of delivery is a source of pride for us, but also proof of the enormous trust that our customers place in us, and one thing I can promise - we do not intend to disappoint this trust. As research shows, we are the undisputed leader on the delivery and shipment market in Poland - we have leapfrogged many strong brands, including international ones. The NPS index - which is a reflection of the level of satisfaction for receivers in devices - has risen to a level that no Polish company in our industry has managed to achieve. In addition, and I am particularly pleased about this, in-device® deliveries are rated very well, and their satisfaction index even exceeds that of parcel collections. It is clear that customers appreciate our investments in technology, including, above all, the recently introduced possibility to send shipments without a label, just using an app. This was a real shot in the arm. I can only say again - thank you very much for this level of appreciation on behalf of myself and all InPostTeam employees. I promise that we will further accelerate the development of the service, this most ecological form of delivery in Poland." - said Rafał Brzoska, CEO of InPost.
InPost already has over 6.5 million active app users InPost Mobile . Thanks to the app, several people can receive parcels at the same time at one device, without the need to stand in line or touch the screen - the boxes are opened using a smartphone. The revolutionary service of sending parcels via the application is also breaking records in popularity - it is sent in the network of Paczkomat® InPost devices - to a second device or to a specified home address. There is no need to stick any labels on the parcel - all that is needed is an electronically generated QR code or a sending code in the app. The InPost app has been at the forefront of the most downloaded and used apps in Poland in the GP and AppStore shops for a year now. Through the InPost Mobile app, a parcel can be paid for with a BLIK code, payment card or fast transfer (DotPay), and soon Apple Pay and Google Pay. The status of a shipped parcel can be tracked in the app, of course, but also at www.inpost.pl in the "Parcel Tracking" section and via chatbot by entering the 24-digit parcel number or the phone number and the last four digits of the parcel number. The InPost Mobile app can be downloaded from the Google Play, App Store and Huawei AppGallery shops.
InPost can also be contacted using Google Assistant. The conversation starts by calling a bot called ChatBot Mat with the phrase "Talk to InPost". Customers can ask about, among other things, the status of their parcel, the nearest Parcel Machine®, as well as a new feature - the number to courier . The same Bot is also available on Messenger, with all its functionalities.
From April 2021, InPost, together with IdoSell, introduced the groundbreaking Smile service. With it, consumers who shop at selected online shops will receive free delivery to their device on orders over £40.
Due to the rapid growth of InPost's network of Paczkomat® devices in Poland and Europe, InPost is building a new factory for these machines and will develop a research and development centre. The factory will be built as part of the newly created City Logistics Kraków Airport park, will occupy a total of 7230 m2 and will be equipped with photovoltaic panels. It will be put into operation as early as June 2021. The new plant will be built right next to the Balice II junction of the A4. This will enable InPost to increase the efficiency of its production processes while guaranteeing a convenient location for the workforce and increasing employment. At City Logistics Kraków Airport - in addition to the production of equipment, including the electromechanical assembly of touchscreen modules - a research and development centre with two laboratories and a showroom will be developed. Development work will be carried out there, as well as tests of new solutions.
The carbon footprint calculator indicates that if traditional home courier deliveries were replaced by delivery to a Paczkomat® InPost machine, the reduction in CO2 emissions would reach up to 75%[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 "Parcel in a Weekend" - due to increasing demand for the service . It allows deliveries to devices also on Saturdays and Sundays - the cost of the service is PLN 4.99 gross. Under "Parcels at the weekend", parcels are delivered to customers at the weekend if the sending (i.e. handing over the parcel to the device or POP or placing an order for a courier to collect it), takes place by 1pm on Saturday.
The number of Paczkomat® InPost machines (more than 12,000 devices in Poland) more than doubled the scale of Poczta Polska's own outlets (4,600[3]) . Paczkomat® InPost machines are also available in Poland at the shops: Dino, Lidl, Kaufland, the Delikatesy Centrum chain of shops organised by the Eurocash Group, as well as in Auchan Shopping Centres. InPost has also signed a contract with the Auchan shop chain for the delivery of Refrigerators. The functionalities of the InPost fridge machines allow for the safe storage and collection of food, beverages and frozen food ordered online from Auchan Direct. According to Kantar research, as many as 40% of online shoppers want to collect their groceries from Paczkomat® InPost machines.
In addition, InPost - responding to market demand - has launched a Parcel Machine® InDoor . This type of device is specifically designed for indoor installation. With it, property owners provide their residents and tenants with the most advantageous and popular option for picking up their purchases. At the same time, they attract local residents to the location - allowing shops and service outlets to generate additional profits.
According to a report by Gemius[4], the parcel machine is the most frequently chosen form of delivery - it has overtaken couriers. This type of delivery of goods is preferred by up to 61% of online shoppers. This marks an increase in the popularity of the service among internet users by as much as 9 percentage points compared to the results of the 2019 report. For the first time ever, the Paczkomat® InPost device network beat courier delivery in popularity, which is chosen by 55% of respondents - the first result of its kind in the world. In addition, as many as 68% of respondents declare that the possibility to pick up their purchases via InPost devices motivates them to buy from a specific online shop - an increase of 7 percentage points more year-on-year.
As of 2019, InPost is the leader in the leasing of warehouse space in Poland. In 2019, the company leased a total of 107,950 m² - 4% of the total net demand in the country[5] . InPost was also the leader in the KEP industry in terms of space delivered in 2019 - a total of 57,863 m² - ahead of DHL and Poczta Polska on the podium. The locations launched by InPost in 2019 position the company in the Top 3 most active e-commerce players in the warehouse logistics market - InPost is second only to Amazon and Zalando, the global e-commerce giants, in this respect.
InPost is also investing in green transport. The company has expanded its fleet of electric cars with 40 new Nissan e-NV200 XL Voltia and announces the purchase of more. The cars provide a range of up to 200km in the city, 8m³ of cargo space and a payload of 580kg.
InPost is systematically introducing new services -. We are talking about the Paczkomat® Urząd 24 device. Launched in 2020, the specialised devices have been donated to the needs of offices The public offices in Toruń, Gorzów Wielkopolski, Gdynia, Kraków, Kalisz, Słubice, Dąbrowa Górnicza, Poświętno, Izabelin, Nowy Targ, Wolsztyn, Chojnice, Pruszków, Brodnica, Gorzów Wielkopolski, Wołomin, Koszalin and Lubań, among others. They allow residents to deal with official matters without the need to enter a building and have direct contact with officials. Further installations of the machines at offices throughout Poland are planned - InPost is in talks with dozens more cities.
InPost has also introduced the InPost Fullfilment logistics service dedicated to business customers. The company provides infrastructure and know-how 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 based on its own experience. Thanks to the InPost service Fulfillment e-commerce entrepreneurs can focus on growing their business and not worry about issues related to storage facilities, packaging of goods and shipping.
InPost S.A ("InPost") is a leading delivery platform for e-commerce. Founded in 1999 by Rafal Brzoska in Poland, InPost has a network of Paczkomat® machines in Poland, the UK and Italy, and provides courier and fullfilment services to e-commerce merchants in Poland. In 2020, InPost processed 249 million parcels through Paczkomat® machines, working with more than 26,000 e-tailers. Strategically positioned in the fast-growing e-commerce ecosystem, it benefits from favourable market trends - allowing it to rapidly deploy new machines. InPost's Paczkomat® machines provide consumers with a cheaper, flexible, convenient, environmentally friendly and contactless delivery option. In this way, InPost creates the most environmentally friendly delivery solution for e-commerce - delivery to the machines reduces CO2 emissions by two-thirds compared to courier deliveries in urban areas and by as much as 90% in rural areas. In addition, it reduces congestion and provides a more convenient solution for delivering parcels to consumers 24 hours a day, 7 days a week and without having to wait at home. A highly efficient IT infrastructure and rapid deployment of new technologies underpin InPost's operations and growth. InPost's mobile app 'InPost Mobile' is one of the most popular apps in Poland with 6.5 million active users. In January 2021, InPost successfully debuted on the EURONEXT Amsterdam stock exchange.
