Scotland: National Rural Network
Connecting Rural Scotland - Promoting Rural Growth

Retailers should provide clearer information on parcel delivery charges at the point of sale, recommend Consumer Focus Scotland in a recent briefing paper to parcel operators. It is also calling for consumers to be offered a choice of how to receive their parcel and which operator to use and for the Royal Mail standard parcel delivery service to be one of the options offered whenever possible.

The recommendations are made in the Parcel Deliveries: Current Practice and Possible Solutions briefing paper which looks at the problems facing consumers when trying to receive a parcel, particularly in remote and rural areas, existing practice from parcel companies and innovative methods of delivery and collection across the UK and further afield.

Better communication between parcel companies and customers and an increase in the use of alternative delivery points are the two key recommendations made to parcel operators.

Speaking about Consumer Focus Scotland's vision for the development of convenient and reliable parcel delivery services, Douglas White, post and communications policy specialist, said, "The rapid growth in online shopping has helped the parcel delivery industry to flourish in recent years, fuelling consumer demand for innovative delivery services. Previous research alerted us to consumer concerns, particularly among those living in more rural or remote areas, and a belief that services are not being provided in the way consumers need."

"This report points the way to more consumer-friendly parcel delivery services, with effective communication and more choice of delivery points central to improving the consumer experience. We now intend to pursue our recommendations with parcel operators and retailers to explore how the innovative delivery solutions we have set out can be developed."

The briefing paper highlights the fact that although issues around parcel delivery affect consumers across the country, they can have a greater impact in rural areas.

Consumer Focus Scotland say it is crucial, where parcel operators have to levy surcharges to cover the extra cost of delivering to those living in remote areas, these charges should be kept as low as possible and not unfairly penalise consumers living in these areas.

The document also highlights some innovative models of delivery including the Parcel Park scheme where community recipients in local areas are willing to act as a collection point for parcels.

You can download the Parcel Deliveries: Current Practice and Possible Solutions briefing paper from our documents library.

What do you think?

What do you think about the recommendations in Consumer Focus Scotland's briefing paper? Would you be happier being able to choose which parcel operator delivers? Would you be willing to become a parcel collection point in your local area? You can let us know what you think by adding a comment to this article.

Postal services survey results

Consumer Focus Scotland have also recently published the results of a consumer survey on postal services. The results showed strong interest in, and loyalty to, mail services and post offices. Thos living in remote rural areas had a particularly strong attachment to postal services.

You can download the Scottish postal services: Consumer Survey 2010 results from our documents library.