Shoppers will allow more time for deliveries this Black Friday and Christmas

New research reveals that while many Aussies plan to shop the major upcoming online sales events, the majority are also understanding of the additional pressure placed on retailers and couriers and are willing to give parcels more time to arrive during this period.

Parcel delivery service CouriersPlease commissioned a survey of an independent panel of 1010 Australians to gauge online consumer shopping behaviours and sentiments ahead of this year’s major sales events. The full survey results, across age groups and state breakdowns can be found here.

This year, shoppers are predicted to spend more than $58 billion in-store and online during the sales events leading up to Christmas (Australian Retail Association, October 2021). CouriersPlease found that Black Friday is shaping up to be the biggest shopping event of the year, with 41% of Aussie adults – equivalent to 8.2 million (calculated based on ABS national estimated resident population data, 2020) – intending to make a purchase during this year’s Black Friday sales alone. A quarter (24%) also plan to shop the Cyber Monday sales.

CouriersPlease Chief Commercial Officer Paul Roper says the anticipated high volume of orders is expected to put further pressure on retailers and parcel delivery services across the country.

The findings also reveal nearly all consumers (96%) are willing to allow more time to receive their parcel during this months’ sales, to ease pressure on couriers and retailers. Half (52%) of respondents said they are willing to allow two to three additional days to receive their parcel, while 17% are prepared to wait four to six additional days. This suggests an increasing understanding of the pressures couriers face during major shopping events, and as a result of the recent lockdowns, resulting in an e-commerce boom. 

Mr Roper says: “Our findings reveal that shoppers are becoming increasingly aware of the surge in orders retailers receive during these busy sales periods and the pressure this puts on the supply chain. Customers are willing to wait additional days for delivery as long as their delivery company is effectively communicating with them and managing delivery time expectations.”

CouriersPlease also uncovered the types of goods consumers will be most likely purchase during this year’s major shopping events. A third (34%) will shop for technology, electronics, appliances, and furniture, while a quarter (25%) will purchase fashion items. The substantial discounts on offer are certainly enticing to consumers to shop ahead for Christmas and make major savings on more expensive items s such as televisions, computers, and household appliances.

Mr Roper adds: “During last year’s Christmas period CP handled more than eight million parcels and we’re preparing for a 30 per cent increase on those volumes this year. During major sales events, retailers would be wise to set realistic delivery timelines as well as setting conservative cut-off dates for Christmas orders to avoid unnecessary anxiety for their customers throughout the holiday period. Regular communication is key in establishing accurate delivery times and managing consumer expectations, reducing customer service enquiries and complaints.”