Do you know that feeling when you order an item and spend the next few days glued to the shipment tracking page on your phone, checking where it is at the moment? As parcel volumes in Lithuania grow rapidly, Lithuanians have become some of the most demanding parcel recipients in the region – it’s no longer enough for us to know that a package is “on the way.” We want to see exactly where it is and when it will reach our doorstep.
A survey commissioned by Venipak and conducted by Spinter Research revealed that not knowing when to expect a parcel is the biggest annoyance for every second Lithuanian (51%). Slightly fewer (50%) are irritated when a shipment is delayed, when its location information is not updated (40%), or when there is no tracking option at all (30%).
According to the research, the most impatient recipients are the youngest residents (ages 18–34) – they are most annoyed both by delays and by the lack of tracking options. Not knowing when a parcel will arrive causes the greatest irritation among Lithuanians with higher education, while the lack of tracking updates is more frustrating for men.
“Fast parcel delivery today is no longer a luxury but a standard – everyone expects it, just like clean tap water. However, our research showed that clarity is even more important than speed – customers want to know exactly when their package will arrive. Uncertainty causes more impatience than the delay itself. Lithuanians like to monitor every step of their parcel – from the moment it is sent until the courier’s call or message that it has reached the locker. E-shops that provide this kind of transparency gain a strong competitive advantage today,” says Asta Raudonienė, Venipak Marketing Manager.
Survey results also revealed that 76% of Lithuanians tend to check their parcel’s journey, and one in four (25%) do so very often. Among them, the majority are younger residents (18–34) living in major cities. Only 15% of respondents said they do not follow their parcel’s journey at all.
“These results once again confirm that customer experience does not begin with the courier’s call at the door, but at the moment the shipping confirmation is received. The more control and clarity customers are given, the more trust they feel. Today, this is no longer an additional service but a condition for e-business survival: for customers, knowing when they will receive their parcel is just as important as knowing how much it costs and how quickly it will arrive,” adds A. Raudonienė.
The representative survey of Lithuanian residents was conducted in May this year by Spinter Research. A total of 1,015 residents aged 18 to 75 were surveyed.
