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VonWin-Win-situations delivery industry likes to talk about. Unfortunately, DieRealität is too often a loose-lose situation. The frustration prevails for both customers and employees. Customers are annoyed that packets arrive, but almost never with m. Constantly sifting a neighbor who is never re or in a shop that seldom geöffnethat. The deporters are under increasing pressure because number of parcels increases daily. Less often y meet recipients at home. So give DiePäckchen where anyone opens door.
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In long run officeisof no condition.
If industry continues to do so, it will end up risking losing many customer. Who wants to take care of his parcels for hours at end of day? Disappointed customers have recently been complaining louder and more often, for example at Federal Network Agency. In first half of 2017 re were already around 3,000 complaints about MangelhafteZustellungen. In whole year 2016, re were only 4,000 complaints. One third of shoppers is extremely dissatisfied with service, a study by management consultancy PwC notes. The displeasure is enormous: packets that are not ankommenoder too late; Messengers who do not ring; Notification sheets that are not being discarded or are not to be deciphered. Tracking data, Dione empty run.
Delivery services seem to be overwhelmed – and number of delivery is growing year after year. Last year, it was more than three billion for first time. Compared to year 2000, number has doubled. Even today, supply services in Germany alone make ten million parcels in one day, more or less successful.
In fact, this should not be a problem, because in principle, logistics industry is well positioned: hardly any industry has recently grown so Starkund hired so much staff. Meanwhile, 220,000 employees are employed directly by delivery companies, 230,000 furr work with suppliers and network partners. Every hundredth Jobhierzulande is now dependent on industry, which makes around 18 billion euro turnover year. In Berlin alone, 2,500 delivery vehicles travel regularly, through Munich more than 1,000.
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But what is increasingly worrying deliverers are se last meters, also “last mile” in technical jargon. The route between delivery depot and customers. It “is critical success factor both for customer satisfaction and in relation to cost situation”, said Ralf Bogdanski, author of sustainability Study of Federal Association Paketund Express Logistik (BIEK). If recipients are not at home, supplier must amFolgetag package again. To average 160 packages per tour in Berlin alone, return from previous day will be added. With an industry delivery rate of 93 percent, this quickly becomes expensive. So, at all costs and with most bizarre methods, parcels try to get rid of package.
Logistics researchers are convinced that this is better. Not only because customers are annoyed, but also because traffic in cities is collapsing because of car in second row. In addition, noise and environmental pollution.
