The trend is clear: when purchasing bulky goods, customers have long expected more than just a good product. From the moment they place their order through to final use, they want a convenient, predictable and worry-free end-to-end experience. Delivery and installation services are becoming increasingly important, particularly in the furniture and consumer electronics sectors. For retailers, this not only creates added value through service, but also offers additional revenue potential. A recent HES study shows just how strong the demand for comprehensive services is: retailers who support customers from purchase through to commissioning demonstrably increase customer satisfaction and conversion rates.
Why Complete Solutions Are So Important in Bulky Goods Logistics
Convenience, functionality and trust have long been integral parts of the product experience, especially when purchasing goods that cannot simply be carried home in a shopping bag or shipped in a small parcel. In practice, this means that the delivery of bulky goods should, wherever possible, not end at the front door. Instead, it should extend to the desired location, including carrying, unpacking, assembly, connection and, if required, a brief introduction to the product. This comprehensive service reduces the overall effort for everyone involved and allows end customers to start using their new product immediately, without frustration, delays or technical challenges.
Not all end customers are comfortable with assembly instructions or technical connections, and these can quickly become a challenge. As a result, products may initially remain unused, be connected incorrectly or, in the worst case, lead to complaints or returns.
This can also result in dissatisfaction with the overall purchasing experience. By offering support from the outset, retailers create additional value for their customers while helping to prevent queries, malfunctions and returns.
Especially for high-value and technically sophisticated products such as built-in electrical appliances, smart home systems or large TVs, immediate functionality is a crucial part of the customer journey. The service experience can therefore become either a showcase for the brand or a critical point in customer satisfaction.
Delivery and Installation Services: From a Cost Factor to a Revenue Driver
For a long time, delivery and installation services were seen in retail as a “necessary expense”, without being strategically integrated into the sales process. Those who rethink this approach quickly recognise the significant potential:
- Additional services can be monetised effectively – such as wall mounting, connection services or old appliance removal.
- Conversion rates increase because customers have fewer uncertainties when making a purchase, such as: “Who will take care of the connection?”
- Average order values increasebecause customers are demonstrably willing to pay for greater convenience.
- Complaints and returns are reduced because the initial set-up and use of the appliance are professionally supported.
- Customer service workload is reduced because there are fewer follow-up questions and fewer issues caused by incorrect handling or installation.
By treating delivery and installation services as an integral part of their product strategy, retailers create an additional source of revenue while increasing customer satisfaction. Customers who can start using their new product immediately and with minimal effort are more likely to recommend the retailer and return for future purchases.
Professional Service Makes the Difference
What matters is that the service is organised professionally. A good product can be undermined by poor delivery service, both literally through damage and in terms of customer perception. A modern service experience therefore includes:
- Delivery at the preferred time, including time slot notification or live tracking
- 2-man handling, particularly for heavy or bulky goods
- Professional assembly, connection and functional checks
- Disposal of packaging materials and old appliance removal
- Competent and friendly service teams who also act as representatives of the brand
Particularly on the last mile, it becomes clear whether a promise is kept. 2-man handling teams are often the only personal point of contact with the brand and shape the customer experience more strongly than any online banner or commercial. A friendly manner, professional expertise and reliable communication directly contribute to a positive brand perception.
Figures That Speak for Themselves: Insights into 2-Man Handling in Practice
How strongly delivery and installation services actually influence purchasing decisions is demonstrated by a recent market study commissioned by HES: A significant proportion of consumers would consciously decide against making a purchase if delivery to the desired location were not available.
The figures paint a clear picture: For large electrical appliances, 50 percent of the customers surveyed would switch to another retailer if delivery were only offered to the curbside or just inside the first locked door. In the furniture segment, this figure is 42 percent, also a significant proportion that underlines the importance of a comprehensive delivery solution. Service also plays a decisive role for TVs and sports equipment: 27 percent and 26 percent respectively would decide against a purchase if delivery to the final desired location were not available.
But it is not only the type of delivery that influences purchasing decisions. Additional services related to delivery are also important, yet their potential often remains untapped. According to the study, 45 percent of buyers of large electrical appliances have already used a connection and installation service. 23 percent were not offered this service at all, yet 29 percent of them would have liked to book the option if it had been clearly presented during the purchasing process.
This shows that the issue is not a lack of demand, but a lack of proactive communication about available services. If retailers fail to integrate these services into the purchasing process from the outset, they miss out on additional revenue and an important opportunity to increase customer satisfaction and loyalty.
More Interesting Figures on Additional Services:
- 61 percent of buyers of large electrical appliances used disposal of packaging materials. Around a quarter (24 percent) were not offered this service at all. Of these, 51 percent would have used the service if it had been offered.
- In the furniture sector, the gap is even more significant: 40 percent of customers were not offered disposal of packaging materials. , although 60 percent of them would have booked this option.
- Of those who were not offered this service, around half (49 percent) would also have liked to use this option old appliance removal
Conclusion: If You Deliver, You Should Complete the Service
A professional delivery and installation service should now be an integral part of the product offering, rather than an add-on. It provides customers with genuine convenience, ensures functionality and builds trust, while giving retailers and manufacturers the opportunity to actively shape the customer experience and increase revenue.
Retailers face a clear choice: either make comprehensive service a strategic part of their offering or leave it to the competition. Because those who provide end-to-end solutions create more than revenue: they create trust.
