Shoppers rejoice: 3 in 4 Aussies say parcel delivery has improved

BY Australian Retailers Association
19 March 2020

Online shopping technology and delivery services have come a long way, but has it made a difference to purchasers?

New research reveals 72% of online shoppers believe parcel delivery has improved in the last three years – but one factor needs to continue to evolve to encourage shoppers to purchase more online.  

Parcel delivery service CouriersPlease (CP) commissioned an independent survey of a nationally representative panel of 1021 Australian online shoppers.[1] Respondents were asked about their parcel delivery experiences to gauge whether our parcel services and posties are meeting the mark.

CP found that 65% of respondents believe the improvement in parcel delivery is specifically due to parcel tracking, making it easier to know when their parcels will arrive via live tracking, email and text notifications.

One in five respondents (19%) believe the improvement has been the reduction in parcel delivery times. In contrast,    10% believe redirection options – such as delivering to parcel lockers, or alternative addresses – have improved.

When CP asked respondents if delivery is the biggest factor that needs improvement to encourage more online sales, 61% of shoppers say it is just one of the factors that need improving. A quarter (24%) go so far as to say delivery is the number one factor that needs to improve.

So, what could courier services be doing better to satisfy online shoppers?

After-hours and weekend parcel delivery is something 80% of respondents want to see, but almost half (47%) say they wouldn’t be willing to pay an additional fee for the service.

CP spokesperson Jessica Ip says: “Aussies love online shopping and there’s no sign of this trend slowing down, which is why it’s so important to improve parcel delivery services continually. One challenge for carriers is Australia’s relatively small population on a very large landmass.”

For more information or images, please contact:

Macrina Lim | +61 2 9279 3330 | +61 430 547 751 |

About CouriersPlease

CouriersPlease (CP) is a leading courier and freight service that delivered 19 million parcels in 2019 alone. CP offers a network of POPStation (Pick/Post your Own Parcel) parcel lockers comprising more than 3500 lockers in 45 locations and more than 1000 POPShop retail outlets to enable consumers and businesses to pick up or post their parcels more securely and out of hours. Owned by Singapore Post (SingPost), a leader in eCommerce logistics in the Asia Pacific and USA, CP’s international and domestic air services connect customers to over 220 countries. Visit

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Australian Retailers Association

Founded in 1903, the Australian Retailers Association (ARA) is Australia’s largest retail association representing Australia’s $320 billion sector, which employs more than 1.3 million people. As the retail industry’s peak representative body, the ARA works to ensure retail success by informing, protecting, advocating, educating, and saving money for its 7,500 independent and national retail members throughout Australia. For more information, visit or call 1300 368 041.

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