Zalando reveals results of test for deliveries using smart door technology
Online fashion retailer Zalando has revealed the results of a one-off pilot service in Belgium that tested the potential of in-home delivery and in-home pick-up for its customers.
The test focused on finding out how customers interacted and responded to the service, and how comfortable they were with the idea of a delivery person accessing their home while they were out.
In the first phase of the exercise 750 online shoppers were surveyed about their willingness to try the service and how they would feel about receiving a parcel, or having a parcel picked up, while not at home. The study showed that 50% of online shoppers stated they would feel comfortable trying in-home delivery by post. The test also found that people who frequently receive deliveries through online shopping were more open to in-home delivery and pick-up services.
The second phase involved participating homes being fitted with a smart door lock and smart doorbell to enable customers to remotely open their door and give delivery staff access to their homes. Customers were asked to order items on Zalando and schedule a delivery with bpost. They also scheduled pick-ups for items they wanted to return.
Results of this second phase showed that 90% of participants said they would continue using the technology even after the test. It also found that once the hardware was installed and people began to experience the service, convenience won over any concerns.
Jan Bartels, vice president of customer fulfilment and logistics at Zalando, said: “We continuously innovate and rethink our services to offer our customers more flexibility and variety. In-home delivery could be an interesting new option for our service portfolio. Technology opens an array of possibilities but we also see that customers demand transparency and detailed information on the service. Together with bpost, we look forward at engaging in close dialogue with our customers.”
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