Although the sector was slightly below average according to the overall CEE score, this year, Logistics achieved the highest scores ever after a decline in the previous “COVID-19” years. All pillar scores improved, most of all Personalization and Resolution. The sector leaders all share a pro-customer approach, whether this concerns dispatch of a package, the option to change a delivery, or precise information about shipments. Internationally, the Logistics sector is notable for being underrated in all countries and lags behind other sectors. The exception is Slovakia, where it ranks third best.
Zásilkovna has been defending its chief position several times now and in global terms has the second-largest lead over the competition. It was only just beaten by Amazon Delivery in Italy. PPL won the Czech “silver medal”, and the climber of the year is DPD. As the only Logistics representative, it also improved in the overall rankings (by 23 places) and held third place in the sector rankings.
To achieve ever greater convenience and flexibility in package delivery, brands are investing massively in delivery lockers and working with firms from other sectors. Even Logistics is moving in an increasingly sustainable direction. The sector leaders are slowly but surely embracing zero-emissions transport.
Zásilkovna entered the market with a combination of personal delivery and digitalized logistics services, a mix that remains attractive. But the brand is not resting on its laurels and constantly tries to be one step ahead. This year, Zásilkovna streamlined the application for sending, picking up and tracking packages, and added a GooglePay option. The company also introduced searches for the nearest branches and made it possible for customers to rate couriers. Clients appreciate that the application is easy to navigate and the clear communication.
Zásilkovna has responded to the current trend of variability by investing in new pick-up points. It already operates over 3,000 of them, known as Z-BOXes, with the possibility of 24-hour collection. The competition is responding by working with firms across the sectors. PPL has placed 20 pick-up points at Lidl stores, where customers can pick up and send parcels. DPD has now made it possible to collect parcels from Alzaboxes.
„Ordering a package to a pick-up point was a pleasant experience. The package arrived quickly (within two days), and they inform you of any change via the application. If Zásilkovna is an option, I use it quite often.“
Woman, 26, Zásilkovna
„I always prefer this firm when buying from online shops because of its reliability, the willingness of its employees, and its timeliness. The company always specifies a delivery time, and above all it sticks to it!“
Man, 72, PPL
„I always order goods through this courier service. It’s great that you can change the delivery time and place in the application.“
Woman, 28, DPD
Customers of logistics companies place great importance on fast delivery, adherence to the handover date, and on flexibility concerning the time and place. They want to choose whether they can collect the package in person, or at a branch, partner store, or a delivery locker. Last but not least, information about the package status, including the time and manner of delivery promised by the company, matters to customers.
Customers are willing to tolerate changes to the delivery options, but they want to be informed in time and in a clear manner. Thus, quality orchestration represents a tremendous competitive advantage for a company, improving its performance in all the above areas and rankings. The customer appreciates the smoothness of the system if there is a need to change the delivery option or deal with a problem.
Although the sector leaders excel in technology, they should not forget the human factor either. Customers often remember the experience of a (un)pleasant driver of a logistics brand better than a delay and will certainly tell friends about it.
The sector leaders also share an increasingly responsible approach to delivery. They realise that vehicular transport impacts hugely on environmental quality and are working on a greener solution, especially in cities. The Packeta group, of which Zásilkovna is a member, has announced that it will investigate using hydrogen-powered vans for delivery. By 2025, the company wants most of its vehicles to be powered by alternative fuels. Packeta will also monitor the sustainability of the technologies used by its suppliers.
Both PPL and the number three in the rankings, DPD, are investing in compressed natural gas and electromobility too. The support for alternative delivery options even resulted in collaboration between PPL and DPD, which jointly launched the cyklodep project, in which electronic bicycles will be deployed for delivery. Their goal is to reduce emissions, especially in the centres of large cities. DPD is also measuring air quality and investing in electric cars. By 2025, it wants to deliver low emissions in Prague and Ostrava. A responsible approach will increasingly influence the future of logistics as well as how customers see brands.
The emphasis on green energy is currently more important than ever, given inflation levels and European geopolitical situation. For companies depending on expensive fuels, higher energy prices could potentially spell the end of their business. We expect logistics companies to accelerate the transition to electric cars and to look for alternative fuels. However, the premium price will still play a leading role in the future. Positive interactions with couriers will merely be the icing on the cake.
„A good experience with PPL, who send me a text message about when it will bring the package and even calls in advance when it’s arriving. The courier leaves the package at a nearby post office if we aren’t at home“
Woman, 44, PPL
„I ordered a few things through company X that were to be delivered to me by delivery company Y. Just to be sure, I wrote a note asking the firm to call me because our doorbell doesn’t work. No one called me when the package was supposed to arrive. And then all I got was an e-mail saying the package couldn’t be dropped off...“
Woman, 19, X Company