Snail mail option welcomed by our customers

«Next month’s supply of diapers and wet wipes? Ach, I won’t need them for another two weeks anyway.» «Advent calendars for the grandkids? Don’t stress yourselves out on my account.» Many customers are thinking this or something similar when they click the «Allow longer delivery times» box at the Galaxus or Digitec checkout. And according to an analysis of all orders placed with the online retailer since 18 August 2022, it’s a box they click frequently. The results indicate that in 14.5 per cent of orders placed in Switzerland, shoppers were happy for their products to be delivered a day or two later than usual. In Germany, the figure rises to 17.6 per cent, while in Austria, it’s as high as 25.8 per cent. Looking at the total across countries, 15 per cent of orders are given the go-ahead to leave our warehouses via snail mail.

«I’m delighted with the high numbers,» says Philipp Mahler, who worked on the new shop feature as product owner. «I’m impressed with how relaxed our customers are when shopping on Digitec and Galaxus.»

Meanwhile, Head of Logistics Stephen Garnett is glad to see some of the pressure being taken off the Digitec Galaxus warehouses, «On those stressful Mondays, when we have to process extra orders placed over the weekend, slow-delivery customers are of enormous help to us.» The same goes for the period just before a shift ends, «It’s reassuring for our logistics team to know that some of the orders can be dispatched the following day.» With Black Friday, Cyber Monday and the busy Christmas period in mind, Stephen says the figures are «very good news». Needless to say, the new feature has increased the number of parcels being dispatched from the Digitec Galaxus warehouses on time. «The impact has been even bigger than I’d hoped,» Stephen says.

Age has a major influence on order preferences. While customers aged 18-24 allowed the logistics crew more time to process their purchase in just 10 per cent of cases, almost twice as many shoppers aged 55-64 chose to do so. So, it looks like older consumers take a more relaxed approach to online shopping than young people.

Austrian grandpas know how to chill

The results also reveal differences between the genders. While women choose the slower delivery option in 16 of every 100 orders, the figure for men is just 14. Austria seems to be the most patient country across all age groups and regardless of gender, with men over 65 emerging as the most easy-going group. In fact, they select the slow delivery option in four out of five orders.

Another insight provided by the analysis is that the higher the order value (either in francs or euros), the less likely the customers are to allow longer delivery times. This is linked to the ordered product: shoppers want high-value IT devices and consumer electronics to arrive more quickly than other items. «I totally understand that the excitement of getting a new gadget keeps customers from clicking the box,» says Philipp. «Luckily, our product range consists of more than just mobile phones and game consoles.»

What do you think about the longer delivery times option? Which products do you not mind waiting for? Which ones would you prefer to get your hands on right away? Are you okay with the fact that there’s no reward for slow-delivery customers? (Apart from the satisfying feeling of taking some strain off our logistics team, that is.) Join the discussion in the comments section!