logistics

Will parcel lockers replace couriers? The future of last-mile delivery in the age of smart cities, automation, and green logistics

2025-08-20 przez Krystian Palica

Automation in the last mile: are parcel lockers the new standard?

Just a decade ago, automated parcel machines (APMs) were a niche solution. Today, they are central to last-mile operations. In the OOH model, parcel lockers function as hyper-local microhubs, enabling mass deliveries to a single location and dramatically reshaping the economics of last-mile logistics.

In peak periods, an InPost courier can deliver up to 1,500 parcels per day to lockers – compared to just 150–250 for traditional door-to-door routes.

But parcel lockers are not just physical infrastructure. Thanks to integration with IoT, predictive algorithms, and real-time slot management tools, operators can:

intelligently manage parcel flows,
dynamically reroute congested locations,
optimise delivery routes in real-time.

From an environmental perspective, the advantage is equally clear. According to the Last Mile Experts report, OOH delivery can reduce CO₂ emissions by up to 82% compared to home delivery – driven by parcel consolidation, reduced failed delivery attempts, and growing rates of foot and bicycle pickups.

Smart cities & parcel lockers: a seamless fit

Progressive cities are no longer treating logistics as an external utility but as a strategic pillar of urban infrastructure. OOH delivery, particularly via parcel lockers, is becoming embedded in urban planning, transport policy, and climate action strategies.

Strategic locker placement – near transport hubs, along pedestrian or cycling routes, and in everyday access points like stores or petrol stations – is not coincidental.

The report notes that 62% of Polish users collect parcels “on the go”, drastically minimising the need for separate travel or vehicle usage.

With average distances to lockers of just 350 meters in Polish urban areas, OOH is arguably the most accessible delivery model in Europe.

Multifunctionality is also accelerating. Lockers now offer:

standard and refrigerated parcel pickup,
EV charging (bikes, scooters, cars),
fully automated returns and dispatch points.

In Western Europe and Scandinavia, parcel lockers are increasingly evolving into urban microservice hubs, aligned with climate strategies and low-emission transport zones.

Open locker networks: the infrastructure response

Interoperability is fast becoming a necessity. In Poland, Orlen Paczka opened its locker network to GLS, setting a precedent for shared access. Similar partnerships are emerging in Italy and Iberia (e.g., DHL + Poste Italiane / CTT Expresso), reducing redundant infrastructure and optimising urban space.

Poland: a blueprint for Europe’s OOH logistics

Poland has become the reference market for OOH implementation — leading in infrastructure density, delivery efficiency, and consumer adoption. As of 2024, the country boasted:

45,000+ parcel lockers (APMs) and
21,000+ PUDO points.

With 11.8 APMs and 5.6 PUDO points per 10,000 inhabitants, Poland surpasses countries like Austria (1.0) or Finland (2.0), despite their developed logistics sectors.

Poland’s model demonstrates that automation, scale, and customer-centric design can converge into a replicable, future-proof last-mile system. For other European operators and policymakers, this is not just a success story — it’s a proven framework for adoption.

What’s next for couriers? A changing role

Despite the rapid rise of OOH infrastructure, couriers are not disappearing — but their role is being redefined. The future points toward a hybrid delivery model where:

APMs and PUDOs handle the bulk of B2C and C2C volumes efficiently,
Couriers serve high-touch, niche segments: large items, elderly customers, COD deliveries.

In this future, door-to-door service becomes a premium, not default, offering.

The bottom line: OOH as a strategic advantage

With failed delivery costs surpassing €14 in Germany and £11.60 in the UK, and one courier handling 10x more parcels via lockers, the economic case for OOH is clear. Add to that:

higher first-time delivery success rates,
fewer returns and complaints,
better customer experience and loyalty.

OOH delivery doesn’t replace couriers — it optimises their role and repositions them within the logistics value chain. In a world driven by speed, cost efficiency, and decarbonization, the OOH model is no longer optional — it’s inevitable.

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Last Mile Experts: OUT-OF-HOME DELIVERY IN EUROPE 2025, PUDOs and Automated Parcel Machines

Last-mile automation: how is delivery optimization evolving?

2024-01-22 przez Alsendo

Automation in warehouses: the starting point for last-mile optimization

The final mile delivery process doesn’t begin with a delivery driver but starts earlier at fulfilment centres and distribution hubs. Here, automated systems are replacing traditional methods, increasing efficiency and reducing human errors. Technologies such as automated guided vehicles (AGVs) and autonomous mobile robots (AMRs) have become vital tools for logistics companies to handle increasing parcel volumes. These robots not only optimize the shipping process but also enable low-cost delivery by improving warehouse throughput by up to 40% .

The grehouse robotics sector is projected to exceed USD 51 billion by 2030, driven by the growing demand for automation in e-commerce. This is particurtant as the industry faces pressure to support same day delivery and next day delivery.

AI revolutionizing last mile delivery services

Another game-changing innovation in last mile logistics is artificial intelligence (AI). By analyzing vast amounts of data, AI enables delivery companies to optimise delivery routes, plan efficient schedules, and reduce extra costs. Algorithms can now predict the most efficient routes for drivers to navigate urban areas and rural areas, minimizing delays caused by traffic congestion.

AI is also enhancing the online shopping experience by powering last mile tracking technologies. Customers can monitor their parcels in real-time, ensuring transparency and building trust in the delivery process. For businesses, AI-driven route planning significantly reduces operational costs, enabling faster and more reliable deliveries even during peak seasons.

PUDO: expanding delivery points for greater convenience

The global expansion of Pick-Up/Drop-Off (PUDO) points is transforming last mile logistics, catering to both delivery companies and consumers. These systems, including parcel lockers and dedicated collection hubs, streamline deliveries by consolidating multiple shipments to a single location. This approach not only reduces carbon emissions but also addresses operational challenges, such as reaching final delivery destinations in densely populated urban areas or sparsely populated rural areas.

Poland stands out as a leader in this field, with over 28,880 parcel lockers installed nationwide, translating to an impressive density of 39 PUDO points per 10,000 residents. This network facilitates faster, more efficient delivery options and reduces the environmental footprint of the last mile delivery process. The country’s largest operator, InPost, has further expanded its reach by strategically installing parcel machines at high-traffic locations, such as Warsaw Chopin Airport, offering travelers the convenience of picking up or dropping off parcels during their journeys.

In Spain, a similar trend is emerging. A pilot program is underway to install PUDO points in metro stations across major cities like Madrid and Barcelona. These locations are chosen for their accessibility and high foot traffic, providing a solution tailored to urban commuters. This initiative aligns with the growing European focus on sustainable logistics, aiming to cut delivery-related traffic congestion in city centers. Globally, PUDO networks are expanding rapidly. According to the 2024 Out of Home Delivery in Europe Report, the number of PUDO points in Europe has grown by 30% year-on-year, with over 350,000 locations across the continent. This trend reflects the increasing demand for flexible, efficient, and cost-effective delivery solutions.

Drones and autonomous vehicles: the future of last mile delivery

Technologies such as drone delivery and autonomous vehicles are paving the way for a more sustainable and efficient last mile delivery ecosystem. Drones are particularly effective in reducing delivery times in rural areas, where traditional methods are less efficient, while autonomous vehicles excel in urban areas, handling high-volume deliveries with precision and minimal human intervention. Both solutions address the rising demand for low-cost delivery and the need to reduce carbon emissions, aligning with the preferences of environmentally conscious customers.

Recent data indicates that 54% of consumers prefer eco-friendly delivery options, and 37% are willing to pay extra for solutions that minimize environmental impact. Autonomous vehicles and drones directly support these preferences by lowering the carbon footprint of the delivery process. For example, a single drone delivery can reduce emissions by up to 30% compared to traditional vans, particularly when powered by renewable energy sources.

In addition to sustainability, these technologies improve the online shopping experience by offering faster, more reliable service, such as same day delivery or even deliveries within a few hours. This is particularly important as ecommerce sales continue to grow, with a projected annual increase in parcel volumes exceeding 20% by 2030. The ability to meet these demands while maintaining efficient and cost-effective operations will be critical for delivery companies to stay competitive.

Addressing key challenges: strategic insights for the future

While the adoption of automation in last mile logistics comes with challenges such as high initial costs and the need to adapt to evolving customer expectations, the outlook is overwhelmingly positive. Businesses that embrace innovation are poised to reap significant benefits, including reduced carbon emissions, enhanced route planning, and a transformative impact on customer satisfaction.

The integration of technologies like AI, autonomous vehicles, and parcel machines is reshaping the final mile into an opportunity for growth, efficiency, and sustainability. Far from being a bottleneck, the last leg of a product’s journey is becoming a platform for delivering superior service and meeting the rising demands of eco-conscious consumers. These innovations not only drive down costs but also create a customer experience that is faster, smarter, and more personalized.

Looking ahead, the future of last mile delivery is bright. As companies continue to invest in advanced technologies, such as drone delivery and AI-driven route optimization, they are not just addressing today’s challenges but also laying the groundwork for a more connected and sustainable supply chain. With the rapid evolution of e-commerce and growing parcel volumes, the industry is set to deliver solutions that are both efficient and cost-effective, ensuring businesses stay competitive in a fast-changing global market.

The journey toward a fully automated, environmentally friendly, and customer-centric last mile logistics system is underway — and its potential to positively impact businesses, consumers, and the planet is boundless. The future is one where the final delivery destination is reached with innovation, precision, and sustainability at its core.

Last mile delivery FAQs:

1. What is last mile delivery?

Last mile delivery refers to the final stage of the logistics process, where goods are transported from a transportation hub, such as a distribution center, to the customer’s doorstep or a designated final destination. This step is crucial as it often represents the most challenging and expensive phase of delivery operations.

2. Why is last mile logistics important?

The last mile logistics process directly impacts customer satisfaction by ensuring goods arrive on time and in good condition. Efficient management in this phase also allows companies to control costs, which can otherwise escalate due to failed deliveries or inefficient routing.

3. How does automation improve last mile delivery?

Automation enhances the logistics process by streamlining operations at transportation hubs and distribution centers. Technologies like AI, autonomous vehicles, and robotics help optimize routes, reduce delivery times, and enable more accurate tracking from the hub to the final destination.

4. What role do most last mile couriers play in the process?

Most last mile couriers are responsible for navigating the last stretch of delivery to ensure packages reach their customer’s doorstep. Automation is increasingly assisting these couriers by providing optimized routes, reducing the time spent in transit, and minimizing the environmental impact.

5. How do parcel machines complement last mile couriers?

Parcel machines serve as convenient final destinations, reducing the workload for most last mile couriers by consolidating deliveries at a single location. This not only helps to control costs but also provides customers with greater flexibility in picking up their packages.

6. How do transportation hubs support the last mile logistics process?

Transportation hubs like distribution centers are critical nodes in the logistics process. They facilitate the sorting, routing, and dispatching of parcels to their respective final destinations. Automation at these hubs ensures faster processing and more efficient allocation of resources, enabling couriers to deliver packages effectively.

7. Can automation reduce costs in last mile delivery?

Yes, automation helps companies control costs by minimizing inefficiencies in the logistics process, such as optimizing delivery routes, reducing fuel consumption, and cutting down on manual labor. Automated systems at transportation hubs and during deliveries allow businesses to achieve cost-effective operations.

8. What is the future of last mile logistics?

The future lies in the integration of automated solutions across the logistics process, from transportation hubs to the customer’s doorstep. Technologies like AI, autonomous vehicles, and parcel machines will not only ensure faster and more reliable deliveries but also help control costs and meet growing customer demands for convenience and sustainability.

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How changing delivery expectations shape customer loyalty in e-commerce?

2024-01-08 przez Michał Wójcik

Multiple delivery options continue to drive purchases

Over the past years, online shoppers have greatly appreciated the variety of delivery and collection options available in online outlets. In both 2021 and 2024, more than half of respondents considered them an incentive to buy online. This consistency highlights the importance of flexibility and choice in meeting consumer expectations and ensuring customer satisfaction.

Variety in delivery methods is not just a convenience but a key factor in retaining customers. Research shows that loyal customers spend more on brands that consistently meet or exceed their expectations. Providing diverse delivery options is a practical way to enhance the customer journey, making it more likely that satisfied customers will return for repeat purchases. For example, offering express delivery, same-day shipping, or environmentally friendly options can significantly improve the overall customer experience.

The dominance of parcel lockers

In 2021, parcel machine delivery was already the most popular method of collecting online purchases. It was used by 65% of consumers, with direct delivery chosen by 50%. The third most popular method was delivery by a postman (30%), followed by delivery to a partner outlet (20%) and to a post office (8%).

A survey conducted three years later (2024) highlights some clear trends. Parcel machines are now used by up to 84% of shoppers. Direct delivery by courier is chosen by 40% of respondents, which indicates a decline. Partner outlets are used by 18% of shoppers, while 16% still prefer the postman. Only 5% of online shoppers now visit post offices to collect their purchases.

This shift underscores the growing demand for convenient, flexible, and environmentally friendly delivery solutions. Parcel lockers, with their 24/7 availability, have become a preferred option for engaged customers seeking minimal effort and maximum flexibility in the delivery process. Retailers that prioritize these delivery methods are more likely to build a loyal customer base.

The role of delivery in building customer loyalty

Consumers increasingly expect smooth and reliable delivery experiences. According to industry reports, 80% of shoppers consider delivery options as important as the product price. This statistic underscores the impact of delivery services on customer satisfaction and customer retention strategy.

To improve customer loyalty, online retailers must focus on the following:

Fast delivery: 68% of customers state that fast delivery encourages repeat business.
Affordable shipping costs: high delivery costs are a primary reason for cart abandonment.
Eco-friendly options: over 45% of consumers are willing to pay more for sustainable delivery solutions, reflecting growing environmental awareness.

By addressing these priorities, businesses can retain customers and increase customer lifetime value, ensuring their most loyal customers remain engaged over time.

Personalization of delivery as a loyalty strategy

Personalization is a crucial element of modern customer loyalty strategies. Providing tailored delivery options, such as preferred time slots, delivery locations, or packaging choices, can significantly enhance the customer experience. For instance, offering “green” delivery for environmentally conscious customers or priority shipping for loyalty program members strengthens brand relationships.

Impact of customer loyalty programs on delivery choices

Loyalty programs can also influence delivery preferences by offering incentives for specific methods. For example, some retailers provide discounts or bonus points for using parcel lockers, which are more cost-effective and sustainable compared to direct delivery.

Key benefits:

Promotes cost efficiency for retailers.
Encourages eco-friendly consumer behavior.
Builds long-term customer relationships through rewards and personalized benefits.

A successful loyalty program integrates seamlessly into the customer journey, ensuring that every interaction -from purchase to delivery – enhances customer engagement.

Social media and WOMM in delivery perception

Positive delivery experiences often lead to word of mouth marketing, where satisfied customers recommend brands to friends and family. According to recent data, 64% of consumers trust peer recommendations over traditional advertising, making delivery performance a critical aspect of building brand advocacy.

Retailers can amplify positive feedback by encouraging customers to share their experiences on social media. For example, campaigns highlighting hassle-free delivery or the use of eco-friendly packaging can attract new customers while reinforcing loyalty among existing ones.

Modern technologies in delivery and their impact on customer loyalty

Innovative technologies play a growing role in enhancing the delivery process and cultivating customer loyalty. Key advancements include:

Real-time tracking: 88% of shoppers value the ability to monitor their package status.
AI-powered delivery predictions: artificial intelligence improves accuracy in delivery time estimates, reducing customer effort.
Drones and autonomous vehicles: emerging technologies promise faster, more sustainable solutions, aligning with the expectations of tech-savvy customers.

Moreover, the introduction of warehouse robotics and automated sorting systems is revolutionizing order fulfillment. These technologies enable companies to reduce processing times by up to 30%, ensuring faster deliveries. Additionally, AI can analyze customer data to predict demand patterns, allowing businesses to optimize inventory levels and improve delivery efficiency. Such advancements not only enhance operational efficiency but also significantly contribute to satisfaction, making it easier to build and maintain a loyal customer base.

These innovations improve convenience, ensuring that happy customers are more likely to remain loyal.

Metrics to measure loyalty in delivery context

To understand the impact of delivery services on customer loyalty marketing, businesses should track key metrics, such as:

Repeat purchase rate: this metric helps evaluate how often customers return to make additional purchases. A higher repeat purchase rate indicates strong customer retention and satisfaction with the overall experience, including delivery.
Delivery satisfaction scores: these scores measure customers’ perception of the delivery process, including speed, reliability, and communication. Surveys and post-delivery feedback can provide valuable insights into areas for improvement.
Net Promoter Score (NPS): this widely used metric evaluates customer loyalty by asking how likely customers are to recommend the service to others. A high NPS indicates that customers are satisfied with their delivery experience and are likely to advocate for the brand.
Customer effort score (CES): this metric assesses how easy it is for customers to interact with the delivery service. Simplified processes, such as easy returns or hassle-free tracking, can significantly boost this score, directly impacting customer engagement.
First-attempt delivery success rate: this metric tracks the percentage of deliveries successfully completed on the first attempt. Higher rates of first-time success reduce customer frustration and operational costs, improving overall satisfaction.
Time-to-resolution for delivery issues: the speed and efficiency with which delivery problems are resolved directly impact customer experience. Quick and effective issue resolution builds trust and promotes customer loyalty.

By analyzing these metrics, businesses can identify strengths and weaknesses in their delivery processes, refine their customer loyalty strategy, and ultimately create a seamless, satisfying experience for their customers.

The future of delivery: trends and opportunities

The delivery landscape is evolving rapidly, with new trends reshaping consumer expectations. Future innovations include:

Same-hour delivery: catering to urban customers with immediate needs. As urbanization increases, the demand for same-hour delivery is expected to grow, particularly for essential items and groceries. Retailers investing in local warehouses and micro-fulfillment centers can meet this demand effectively, ensuring customer satisfaction and loyalty.
Sustainable practices: expanding the use of recyclable packaging and carbon-neutral transportation. Sustainable practices not only meet the expectations of environmentally conscious consumers but also enhance brand reputation. Companies that integrate electric delivery vehicles, implement carbon offset programs, or partner with green logistics providers can attract a loyal customer base that values sustainability.
Subscription-based models: offering unlimited delivery for a fixed fee to encourage repeat customers. Subscription services like Amazon Prime have proven highly successful in fostering customer loyalty. By providing predictable costs and added benefits such as faster delivery, subscription-based models create a sense of exclusivity and convenience, which encourages customers to remain loyal to the brand.
Flexible delivery options: allowing customers to choose delivery windows, locations, or even change preferences mid-shipment. Flexibility caters to diverse customer needs and builds trust by demonstrating that retailers prioritize convenience and satisfaction.

Retailers that stay ahead of these trends will secure a competitive advantage and grow their loyal customer base. By investing in innovation and aligning with customer values, businesses can create a delivery experience that not only meets but exceeds expectations, turning satisfied customers into lifelong advocates.

Changing consumer expectations of delivery present both challenges and opportunities for online retailers. By prioritizing convenience, personalization, and sustainability, businesses can enhance customer engagement and foster lasting loyalty. In an increasingly competitive e-commerce landscape, the ability to deliver exceptional service will determine which brands thrive and which fall behind. Investing in innovative delivery solutions and robust loyalty programs is not just a strategy for retention but a pathway to long-term success.

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Green Last Mile – what is it and how does it affect T&L?

2023-08-04 przez Alsendo

What is the Green Last Mile?

The Green Last Mile is a reference to the Last Mile Delivery, i.e. the final leg of delivery. It is extremely important, as it has the greatest impact on delivery time and the recipient satisfaction. Estimates show that it accounts for approximately 40–45% of operational costs.

With the growing awareness of the need to take care of the natural environment and the resulting changes to laws and standards, the T&L industry is striving to be more eco-friendly. This is because deliveries, both on a global and local scale, generate immense CO2 emissions. The Green Last Mile is an initiative to reduce the impact of deliveries to final recipients.

Sustainable supply chains include better route planning, reducing empty runs, and reducing the use of paper and plastic (e.g. packaging, waybills, documents). However, if logistics is to be more eco-friendly, changes are necessary at the last mile.

The Green Last Mile and eco-logistics – what are the new trends in T&L?

Last year’s Report by Last Mile Experts showed that solving the last mile emissions problem is difficult. The growing popularity of electric vehicles in cities is set to become the dominant trend now. However, fleets will only be replaced gradually due to the high costs involved and the insufficiently robust infrastructure, most importantly the small number of charging stations.

One of the most important issues is optimising deliveries in the B2C channel. The most efficient solution, which is also well-received by customers, is the option to pick up deliveries out of home, i.e. at parcel pickup machines and PUDO (Pick Up Drop Off) points. In addition, carriers are highly likely to warm up to the idea of introducing cargo bikes and micro-hubs, which is already happening in Austria.