Icon Icon Privacy Policy
Icon Icon
Icon

back

Logo Logo
  • For Business & E-commerce

    Business & E-commerce

    Comprehensive portfolio of solutions for the companies of all sizes

    Alsendo offers a complete range of shipping and delivery solutions designed for small, medium, and large brands

    • Alsendo Business Pro
      • About Alsendo Business Pro
      • Pricing and Plans
      • E-mail notifications with your logo and ads
      • Ads on the order tracking page
      • Map of PUDO points
      • Analitycs
      • Returns
      • FAQ
      • Login
      • Register
    • Alsendo Business
      • About Alsendo Business
      • Domestic shipments
      • Fast & Secure International Courier Services for Small Businesses
      • Pallets & half pallets
      • Cross-border shipments
      • Last mile customer service support
      • Unified Map of PUDO
    • Alsendo International
      • About Alsendo International
  • Large Enterprises

    For Large Enterprises

    Shipping & Delivery for small and medium business

    Alsendo business offers from domestic to international shipping and delivery services, personalised communication for e-shop customers and automated parcel returns.

    • Alsendo Innoship
      • About Alsendo Innoship
      • Automatic order allocation
      • Generate Shipping Labels
      • Orders & Cash on Delivery Tracking
      • Verify Shipping Provider’s Invoice
      • Offline Waybill Generation – Simplify Your Shipping Process
      • Returns Management
      • Reports & Analysis
      • Multiple delivery options
      • Login
      • Register
    • Alsendo Enterprise
      • About Alsendo Enterprise
      • Advanced user management
      • International courier services
      • Custom Solutions
      • E-commerce returns management
      • Pricing models adjusted to business
      • Last mile customer service
      • Unified map of PUDO
  • Partners & Integrations
  • Who we are

    Who we are

    Our Team

    We are Alsendo

    leading platform empowering your business through the democratization of tech-driven, shipping and delivery management services.

    • Who we are
      • About us
      • Our Team
      • Our Brands
      • ESG
      • Blog
      • Press Room
Get an offer
en

en

  • pl
All posts All posts

Alsendo Insights: Not only a product. Not UX. Not price. Discover why delivery is the key growth driver in 2025

Are you really losing customers because of… how they pick up their parcels? Yes. And more often than you think. In today’s e-commerce landscape, where every conversion and returning customer counts, delivery is no longer a technical afterthought at the end of the checkout process. It’s a strategic moment of truth, a top reason for cart abandonment, customer frustration, and lost revenue.

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.

Alsendo

Alsendo sp. z o.o.

ul. Puławska 2, 02-566 Warsaw NIP 8971840043 REGON 367328934

Follow us on

Privacy Policy Tax strategy

For Business & E-commerce

  • Alsendo Business Pro
    • E-mail notifications with your logo and ads
    • Ads on the order tracking page
    • Map of PUDO points
    • Returns
    • Pricing and Plans
    • FAQ
    • Login
    • Register
  • Alsendo Business
    • Domestic shipments
    • Fast & Secure International Courier Services for Small Businesses
    • Pallets & half pallets
    • Cross-border shipments
    • Last mile customer service support
    • Unified Map of PUDO
  • Alsendo International

For Large Enterprises

  • Alsendo Innoship
    • Automatic Order Allocation
    • Generate Shipping Labels
    • Orders & Cash on Delivery Tracking
    • Verify Shipping Provider’s Invoice
    • Offline Waybill Generation – Simplify Your Shipping Process
    • Returns Management
    • Reports & Analysis
    • Multiple Delivery Options
    • Login
    • Register
  • Enterprise
    • Advanced user management
    • International courier services
    • Custom Solutions
    • E-commerce returns management
    • Pricing models adjusted to your business
    • Last mile customer service
    • Unified map of PUDO

Who we are

  • Who we are
    • Who we are
    • Partners & Integrations
    • Our Team
    • Our Brands
    • Blog
    • ESG
    • Press Room
    • Contact
    • Privacy Policy
    • Tax strategy

Alsendo sp. z o.o.

ul. Puławska 2, 02-566 Warsaw NIP 8971840043 REGON 367328934

2025, © Alsendo, All Right Reserved

  • English
  • Polski (Polish)