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SMEs are increasingly recognizing delivery as a key driver of business success
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Businesses rely more than ever on safe, on-time and responsive delivery services
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As international sourcing continues to grow, meeting the cross-border needs of SMEs is the new gold standard
- What drives European recipient businesses in 2024
In 2024, the B2B delivery landscape reflects the complexities of a difficult economic environment, where SMEs face significant financial stress and challenges. With B2B flows representing around 45% of the European express mail and parcel market, the dynamics of this segment are crucial for business sustainability. As companies continue to navigate the aftereffects of various crises, the importance of reliable and flexible delivery services has become paramount. The Geopost 2B Recipient Barometer reveals that SMEs prioritize meeting their delivery expectations as they strive for operational resilience, highlighting the need for insights into this critical segment.
Carmen Cureu, Group Market Research Director at Geopost, reflects on these findings:
“With a robust methodology that includes extensive data collection from key European markets, our first 2B Recipient Barometer 2024 clearly highlights a significant trend: SMEs are increasingly recognizing delivery as a key driver of business success.In a fast-evolving and competitive landscape, businesses are turning to reliable, timely, and responsive delivery services to meet the growing expectations of their customers. The barometer shows that while overall satisfaction with delivery services remains high, SMEs are seeking more from their logistics partners. As cross-border sourcing becomes increasingly central to business strategies, the Geopost 2B Recipient barometer serves as a strategic guide for companies looking to navigate this expanding market and stay ahead in both the B2B and B2C sectors.”
- Key takeaways from the 2B Recipient Barometer
Delivery as a driver of business success
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- 86% of SMEs think delivery is essential for the success of their activity, with 44% underlining that the overall impact of good delivery services on their business is “very high”. On the contrary, a missed delivery may lead to financial loss of sales, damaged reputation and, for large companies, affect the whole supply chain.
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As a result, delivery is among the top concerns for businesses and intrinsically linked to the choice of supplier: concerns about delivery can prevent companies from selecting a supplier as much as price and quality can. 27% consider that working with a trustworthy carrier is critical when choosing a supplier.
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SMEs rarely manage to choose their carrier (only 15% are able to do so): with 58% of the respondents wishing to be able to do so, suppliers should consider meeting this need. This could turn into a comparative advantage for suppliers.
Reliable delivery services, an essential component for companies
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With SMEs receiving on average 40 parcels per month from local suppliers, deliveries must be reliable: safe handling and quick problem solving are seen as must haves, followed by the ability to track the parcels and to get delivered on time.
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As a whole, predictability is key. Both SMEs and large companies value the fulfillment of initial expectations. To that end, having reliable tracking systems is seen as essential by 75% of businesses. Knowing the delivery driver is also important to 77% of the companies, as it is likely to bring engagement and business efficiencies.
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In this light, SMEs are overall satisfied with delivery and return processes. There is nevertheless room to grow impactful and highly satisfying delivery experiences and leverage on SME’s emerging expectations. Delivery companies should think about offering a better and more human customer service and optimized tracking systems.
Meeting the needs of SMEs for cross-border deliveries
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- Cross-border sourcing has exploded in recent years. 72% of SMEs questioned stated that they sourced abroad, mainly from Europe.
- With this international outlook, comes some challenges: speedy deliveries, efficiency tracking systems and quality customer services. Conversely, a missed delivery or parcel damage can significantly impact companies sourcing inside or outside Europe.
- While companies are today satisfied with international deliveries, there is room for improvement as 40% of the SMEs questioned were “somewhat satisfied”. As for national deliveries, carriers and logistics company must seize the opportunity to provide ever more reliable and predictable delivery services.
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About Geopost
Geopost, a European leader in parcel delivery and solutions for e-commerce, operates in more than 50 countries across all continents through its network of expert delivery brands, including: DPD, Chronopost, SEUR, BRT, Speedy Jadlog and Asendia. Leveraging its industry-specific expertise, Geopost is further growing the development of Out-Of-Home delivery services with Pickup, one of the densest parcel shop and locker network in Europe and is also expanding temperature-controlled solutions for food and healthcare business. In a world of acceleration and transformation, Geopost and embraces new e-commerce territories with ESW via Asendia.
With 57,000 employees, Geopost endeavors to make commerce more convenient, profitable and sustainable for their customers and communities. Committed to becoming an international reference in sustainable delivery, Geopost is the first global delivery company to have its roadmap to Net Zero by 2040 approved by the Science Based Targets initiative (SBTi).
Part of the La Poste group, Geopost generated a €15.7 billion revenue and delivered 2.1 billion parcels worldwide in 2023.
