Half of customers would switch providers if “Free to Place of Use” delivery is not offered – Hermes Einrichtungs Service GmbH & Co. KG highlights potentials for retailers and manufacturers of furniture, electrical appliances, and more.
Löhne, May 16, 2025: The type of delivery increasingly determines the purchase or cancellation of bulky products. A recent study by Hermes Einrichtungs Service GmbH & Co. KG in collaboration with the market research institute Cogitaris on the topic “Success Factor Delivery – The Guide for Retailers and Manufacturers” shows that a significant portion of the approximately 1,400 surveyed consumers consciously cancel orders or switch providers if delivery to the place of use is not offered.
This effect is particularly pronounced for large electrical appliances: about 50 percent of respondents would prefer to switch retailers in this case. The percentage is also high for furniture, at 42 percent. Even for televisions (27 percent) and sports equipment (26 percent), there is a noticeable influence of the offered delivery options on the final purchasing decision. “For retailers of bulky goods such as furniture, large electrical appliances, and more, it is essential to offer flexible and customer-oriented solutions to secure their market position,” explains Fanny Haltenhof, Head of Customer Satisfaction Last Mile at HES. “Our study makes it clear: Two-man handling with delivery to the place of use is no longer an additional offer – it is a central customer expectation.”
Service Determines Customer Satisfaction
The delivery option “Free to Place of Use” – meaning delivery to the location of use (for example, living room or kitchen) – receives the best ratings from respondents, with 4.7 out of 5 points. Satisfaction is particularly high for furniture and large electrical appliances. Deliveries “Free to Curb” score significantly lower: here, customers only give a rating of 3.0 for furniture and 3.2 for large electrical appliances. Another critical point: 43 percent of respondents did not know that “Free to Curb” deliveries only go to the street, and they have to carry their order into the apartment themselves. This lack of information often leads to dissatisfaction and can impair customer satisfaction.
Additional Services with High Potential
Services such as packaging disposal, old appliance pickup, or connection services show a high willingness to use but are often not offered or communicated adequately during the sales process. Particularly in the furniture segment, there is a clear gap between demand and supply: 40 percent of surveyed buyers state that no option for packaging disposal was offered to them, although 60 percent of them would have liked to use it. There is also much potential left with large electrical appliances: while 61 percent of customers have already used packaging disposal and more than half (54 percent) have had an old appliance taken away, the study shows that a relevant part of customers did not receive corresponding services when purchasing, even though there was a willingness to use them.
“Comfort, transparency, and additional services are crucial today for success in the (online) trade of bulky goods. Those who only deliver to the curb are missing out on revenue and risking customer loss,” emphasizes Haltenhof. “However, if retailers and manufacturers increasingly rely on modular, customer-oriented delivery options such as two-man handling, they will gain important market shares and sustainably increase customer satisfaction.”
The complete study “Success Factor Delivery – The Guide for Online Retailers” is available for free download here: HERE. Source: Hermes Einrichtungs Service
About Hermes Einrichtungs Service GmbH & Co. KG
Hermes Einrichtungs Service GmbH & Co. KG (HES) is Germany’s market leader in two-man handling and specializes in the delivery of heavy, bulky, and sensitive goods such as furniture, large electrical appliances, televisions, e-bikes, or sports equipment. With over 50 years of market experience and around 8,000 employees, HES delivers to more than five million households in Germany and Europe each year for its clients. The company offers modular logistics solutions including services such as assembly, installation, and old appliance pickup. As part of the globally operating Otto Group, HES stands for the highest service quality, customer satisfaction, and sustainable logistics solutions.
Press Contact
Vera Dyck
PR-Managerin
Hermes Einrichtungs Service
Albert-Schweitzer-Straße 33
32584 Löhne
Tel.: 05732-103 461
Mail: vera.dyck@hermes-2mh.de
About the Survey
Participants: 1,416 customers
Method: Online survey
