The way consumers receive and return packages is changing rapidly. Recent research from InPost shows that parcel locker logistics are increasingly preferred over traditional over-the-counter services. This demonstrates a clear shift in the logistics landscape, where convenience and accessibility are the key factors.

At Van der Helm, we follow this trend closely, as it directly influences the design of last-mile logistics.

This trend highlights the importance of parcel locker logistics in the modern consumer experience.

Consumers consciously choose parcel locker logistics

The research shows that parcel lockers not only contribute to convenience but also influence customer behavior. For instance, 78% of users indicate they make additional purchases in stores where lockers are present. Furthermore, 79% of customers choose a different location if lockers are removed.

The perception of stores is also changing: 56% of consumers view locations that offer this service more positively. This shows that logistics solutions are increasingly becoming part of the overall customer experience.

On average, customers also spend an extra £5.20 per visit when using a locker. As such, these solutions offer not only logistical advantages but also commercial opportunities.

Consumers value the ability to collect their packages at a time and place of their choosing, which further increases the popularity of parcel locker logistics.

Locker-first strategy with room for customization

InPost clearly positions itself as a ‘locker-first’ organization and sees lockers as the future of out-of-home delivery. At the same time, the organization believes there remains room for traditional service points.

Particularly in densely populated areas, where installing lockers is not always possible, over-the-counter services continue to play an important role. It is therefore expected that a hybrid model will remain the market standard.

InPost’s goal is to offer customers maximum accessibility, with the ambition that more and more consumers will have access to a locker location within five minutes.

Impact on retailers and logistical choices

This change also offers opportunities for retailers to improve their customer service by offering flexible pickup options.

The shift toward lockers also has consequences for retailers. The withdrawal of over-the-counter services at various stores shows that logistical choices are increasingly driven by data and changing customer behavior.

For organizations, this means it is important to take a critical look at the design of their logistics network. Where are the opportunities to increase customer convenience? And how does your logistics align with today’s expectations?

What does this mean for your logistics?

The growth of parcel lockers requires a flexible and future-oriented approach. By cleverly responding to this development, you can optimize your logistics processes while simultaneously increasing customer satisfaction.

At Van der Helm, we help you make this transition. Together, we look at your supply chain and advise on solutions that align with your goals and market developments.