A very real cost
A failed delivery is no minor incident. According to industry analyses, the first-attempt failure rate sits between 8% and 20% of parcels depending on country and carrier. And each failure costs: per Statista, about $17.2 in the US and £11.6 in the UK per parcel, once you add re-delivery, handling and complaints.
The cascade of consequences
Beyond the direct cost, a failure triggers a new run, customer-service calls, dissatisfaction and sometimes the loss of the customer. It's one of the most value-destroying lines of the last mile, precisely because it consumes resources without producing anything.
Lever 1: inform the recipient
The first remedy is simple: warn them. According to industry analyses, an "out for delivery" notification cuts first-attempt failure by around 25 to 35%. The informed recipient arranges to be in. A slot announced then confirmed turns uncertainty into an appointment.
Lever 2: offer out-of-home
The second lever is to stop depending on the customer being present. Out-of-home delivery (pick-up points, lockers) appeals: according to industry data, 44% of European shoppers choose it when offered. For the carrier, it's one stop for several parcels and a near-zero failure risk.
- First-attempt failure: 8–20% of parcels (industry analyses)
- Cost ~$17.2 / ~£11.6 per failed parcel (Statista)
- "Out for delivery" notification: −25 to −35% failures
- 44% of European shoppers choose out-of-home when offered
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Sources
This article is based on verifiable public sources: