Despite the enormous increase in the number of online orders and the abrupt lockdown just before Christmas, the number of packages delivered late has decreased. Compared to December 2020, the number of delayed orders decreased by about 30 percent.
This is evident from Q&A’s annual survey of thousands of consumers. “In the end, slightly more than 4 percent of the parcels were delivered late with Sinterklaas, and it was almost 7 percent at Christmas,” said researcher Frank Quix. Despite this, he calls the results “a huge leap forward”.
The relatively late announcement of the lockdown put extra pressure on the web shops. PostNL and DHL immediately took measures to cope with the large flow of parcels. For example, market leader PostNL sent 1,500 extra drivers on the road every day and the distribution centers were open 24 hours a day for seven days.
According to Quix, it is also due to the inventiveness of the entrepreneurs that so many packages arrived on time on Pakjesavond or under the Christmas tree. Many entrepreneurs chose to remove ordered products from the store shelves and deliver them personally.
Furthermore, consumers themselves also ensured that the delivery went better than in December last year, says Quix. “People have ordered more on time. The sector has also called on people to do so. That has worked.”
Still too late
Despite the good results, thousands of consumers were disappointed because the gifts did not arrive on time. Peter Hagen from Maastricht says this morning in the NOS Radio 1 News: “At the end of November I ordered a statue with lights. The package was sent on December 11, it arrived last Tuesday. I have no idea what journey that statue made, but it was much too late.”
Karin van Amstel from Zwaanshoek ordered some books for her daughter-in-law. “It was already said: maybe it won’t come in time. Well, it was. The books came well after Christmas. Fortunately I had another book and a book voucher for her under the Christmas tree.”