Postal Transformation next priority: Enabling Consumer Control

Accenture Research 2014 reveals that "Enabling Consumer Control", is now the stand-out imperative for the postal sector.


Accenture research—Enabling Consumer Control—based on an international survey of more than 13,000 postal consumers across 12 countries— Australia, Belgium, Brazil, Canada, France, Germany, Italy, India, Japan, Switzerland, the United Kingdom and the United States—suggests that consumers want far greater control than what they have today over when, how and where their packages are delivered to them.

While postal organizations have made significant improvements in reliability of services and visibility of consignments, the research shows that there is still considerable room for improvement in consumers’ delivery experiences. The survey reveals that 35 percent of consumers feel their delivery experience is not a positive one and more than 9 percent rate it as difficult. With both traditional retailers and eCommerce players now exploring alternative package-delivery options—including setting up their own delivery solutions—postal organizations must develop innovative customer-centric products and services to monetize the consumer, or risk seeing their market share erode rapidly.




Find out more about our research – ‘Enabling Consumer Control’

Contact Us

Brody Buhler

Global Managing Director
Accenture Post and Parcel

Andre Pharand

Global Senior Principal
Accenture Post and Parce