This article outlines how parcel pickup experience directly impacts purchase decisions, customer loyalty, and the profitability of your operation. Based on insights from the 2025 Alsendo report, we explain why delivery can no longer be treated as a cost centre, it’s a critical sales enabler. Why is pickup convenience now a key factor in conversion and loyalty? In modern e-commerce, the way a customer collects their order has moved from secondary consideration to a key brand touchpoint. It directly influences purchase decisions and future loyalty. When parcel pickup is unclear, rigid, or poorly matched to customer expectations, conversion rates drop and future sales go with them.According to the 2025 Alsendo report “IT Support in Logistics, Marketing, and Customer Service in E-Commerce”: 56% of companies have implemented digital pickup point maps, 38% still haven’t, and 6% are unaware whether they even use such tools. Customers expect one thing: a nearby pickup point, open at the right time, clearly marked and visible during checkout. When these expectations aren’t met, cart abandonment rises, regardless of product quality or marketing efforts.Key stats reinforce the business impact of this part of the journey: 59% of companies rate pickup point location as a high-utility feature, 57% say in-checkout selection of the pickup point is critical, 43% value filtering options such as “open 24/7” or “with parking.” 38% confirm that delivery options affect customer satisfaction, 48% link returns management to increased loyalty, 45% report improved logistics control and post-purchase service thanks to digital tools. These aren’t “nice-to-haves”, they’re conversion and loyalty drivers. Why this demands strategic focus A customer who had a poor pickup experience rarely returns and often shares their dissatisfaction. A customer who receives their order without friction is far more likely to reorder or refer. The cost of acquiring a new customer is 5–7 times higher than retaining an existing one. Loyal customers generate, on average, 67% more revenue over time. What you need to know Investing in an intuitive, flexible parcel pickup experience is not just about UX, it’s a core element of your sales strategy and customer lifetime value. Learn how changing consumer expectations are reshaping delivery priorities Implementation cost? In reality, it’s the cost of inaction Many companies hesitate to implement modern delivery tools because of the perceived cost: system integrations, map interfaces, automated notifications. Understandable. But in a competitive market, failing to invest in delivery experience is not saving money, it’s losing market position. From the Alsendo report: 47% cite implementation costs as a barrier, 41% believe their business is too small to justify the investment, 33% lack internal resources or know-how. As a result, 50% of companies have no plans to upgrade their IT systems, effectively forfeiting the customer experience battle at checkout. Meanwhile, those who invest are already gaining ground. The hidden costs of poor delivery UX A weak delivery experience causes losses across multiple areas: Increased workload for customer service, More errors, returns, and failed deliveries, Higher acquisition costs to replace dissatisfied customers. Customers who: struggle to collect their parcels, can’t track their shipment, don’t receive clear return instructions, …are unlikely to return and far more likely to cost you more long-term. Investments that pay off Companies that have embraced delivery innovation report measurable returns: 45% improved control over logistics processes, 38% achieved lower operating costs, 39% optimised warehouse and transport capacity. In other words: a one-time investment drives long-term efficiency, lower overhead, and better customer outcomes. What you need to know In the face of rising consumer expectations and intensifying competition, choosing not to invest in delivery-enabling systems isn’t a cost-saving measure – it’s a conscious limitation of your company’s sales and operational potential. Delivery convenience as a competitive advantage On today’s saturated market, product alone won’t set you apart. The quality of the overall experience, especially in how customers collect their orders, is where real differentiation happens. Digital pickup systems already offer high-value functions: Nearest-location suggestions (59%), In-checkout point selection (57%), Filtering by availability and accessibility (43%), Opening hours comparison (40%). And customers increasingly expect more: 28% of companies note that information on in-store services (like packaging or fitting rooms) matters, 33% see value in features like parking access or wheelchair accessibility. Impact on buyer behaviour Even seemingly minor features can significantly influence: Speed of purchase decisions, Cart abandonment rates, Overall satisfaction, Likelihood of repeat orders and referrals. What you need to know Delivery add-ons aren’t just extras. They convert. Customers aren’t looking for gimmicks, they want convenience and predictability. Companies that design their delivery process around real-world customer needs don’t just sell more. They build brands customers trust and return to. How to stop losing customers at the last mile? In 2025, conversion and retention in e-commerce are no longer driven solely by price, UX, or ad spend. The true differentiators lie in the delivery experience – particularly convenience, flexibility, and clarity around parcel pickup. These details have a direct impact on sales performance and operational efficiency. Key takeaways for e-commerce leaders: Parcel pickup should be treated as a core sales lever, not a backend logistics cost. The less friction a customer faces in selecting a pickup point, the more likely they are to convert – and return. Failing to invest in last-mile delivery tools is not neutral – it’s a measurable loss in both revenue and brand equity. What you can implement today with Alsendo: Alsendo Delivery Widget – empowers customers to choose their preferred pickup point via an intuitive, filterable map (based on hours, location, accessibility, etc.). Alsendo Business Pro – provides full logistics control, courier system integration, and automated customer communication. Alsendo Returns – simplifies the returns process to reduce service load and boost post-purchase satisfaction. Today, it’s not technology that separates market leaders from the rest – it’s decisions. And the way customers pick up their parcels is one of those moments where a seemingly small experience creates a meaningful business impact. Anna Sztyk