New research by InPost, the UK’s leading parcel locker delivery service, and Retail Economics shows that more than half of UK consumers are now using delivery lockers for online purchases, rising to 71% for Gen Zs and 68% for Millennials.
Locker use is continuing to grow in popularity, with convenience (36%), lower costs (19%) and speed (17%) emerging as the top three reasons for their choice. Security concerns (12%) was also an important consideration for locker users, with the research showing one in five (20%) of consumers have had items go missing from their doorstep. Problems with doorstop theft was even higher among those living in flats and apartment buildings, rising to a quarter of consumers experiencing issues.
With visibility of lockers continuing to rise, their use is only predicted to increase. Indeed, a quarter (24.8%) of locker users voted it as their most frequently used delivery option, second only to home delivery (74%), and ahead of other options such as ‘click and collect’ (21%). Notably, of those that have used delivery lockers, more than half ranked them as either their first or second choice in delivery options, and almost three quarters (71.7%) in their top three.
While convenience is key, consumer behaviour is also driven by increasing concerns over sustainability. Parcel lockers help reduce carbon emissions by leveraging centralised locations rather than individual home deliveries. By consolidating shipments and minimising the need for multiple delivery attempts, lockers align with growing consumer preferences and the vast majority (84.2%) of shoppers believe that they present a greener solution.
Consumer use of online delivery options
Locker use is particularly prevalent across younger, affluent and more frequent online shoppers, characteristics particularly appealing for retailers. Indeed, of those that rank lockers as their first choice, almost three quarters (74%) are under the age of 45 (Gen Z and Millennials). They are also more affluent, with 31% of locker users have an income over £50k and 39% shop once a week or more and shopping more frequently online than those who rank home delivery as their favoured option.
‘Locker Lovers’ vs. ‘Home Deliverees’
The study also highlighted that the range and number of delivery options is also critical, especially for younger consumers. Indeed, 90% of Gen Zs and Millennial consumers feel that having a range of delivery options is important to them. In fact, more than half (52%) of consumers have abandoned online baskets if their delivery needs weren’t met. A third of shoppers (35.5%) from these consumer groups,
The second most important reason, as stated by another third of shoppers from these cohorts, was cost (33.3%); indicating that they need options to alter the delivery mode and speed to save money. Lastly, flexibility to deliver to different locations was considered most important by one in four (24.2%). For comparison, almost half (48.5%) of consumers aged over 65 years old feel that being offered a broad range of delivery options is unimportant.
Peter Blackburn, International Commercial Director, InPost said: “The trend for out of home deliveries is only continuing to grow and InPost is proud to revolutionise the delivery journey for customers across the UK and beyond. Cost saving, secure, environmentally friendly and convenient, our solution is clearly resonating with today’s consumer and retailer and we hope to continue this journey together.”
Richard Lim, CEO, Retail Economics said: “The retail landscape is rapidly evolving and delivery lockers are becoming integral to its evolution. This ongoing transition reflects developments in technology, operational capabilities and shifts in consumer behaviour. With household budgets squeezed, shoppers want to avoid unnecessary associated costs with online purchases such as delivery and return fees. This poses challenges for retailers already grappling with margin pressures and rising operating costs, prompting lockers rising in prominence as an effective solution.”
