{"id":7078,"date":"2025-05-15T13:00:00","date_gmt":"2025-05-15T11:00:00","guid":{"rendered":"https:\/\/www.hes.de\/?p=7078"},"modified":"2026-09-22T15:59:20","modified_gmt":"2026-09-22T13:59:20","slug":"study-shows-high-relevance-of-comfort-deliveries-for-ordering-bulky-goods","status":"publish","type":"post","link":"https:\/\/www.hes.de\/en\/study-shows-high-relevance-of-comfort-deliveries-for-ordering-bulky-goods\/","title":{"rendered":"Study Shows High Relevance of Comfort Deliveries for Ordering Bulky Goods"},"content":{"rendered":"\t\t<div data-elementor-type=\"wp-post\" data-elementor-id=\"7078\" class=\"elementor elementor-7078 elementor-14876\" data-elementor-post-type=\"post\">\n\t\t\t\t<div class=\"elementor-element elementor-element-46e7032c e-flex e-con-boxed e-con e-parent\" data-id=\"46e7032c\" data-element_type=\"container\" data-e-type=\"container\">\n\t\t\t\t\t<div class=\"e-con-inner\">\n\t\t\t\t<div class=\"elementor-element elementor-element-75435fa3 elementor-widget elementor-widget-text-editor\" data-id=\"75435fa3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>Half of customers would switch providers if \u201cFree to Place of Use\u201d delivery is not offered \u2013 Hermes Einrichtungs Service GmbH &amp; Co. KG highlights potentials for retailers and manufacturers of furniture, electrical appliances, and more.<br \/><br \/><strong>L\u00f6hne, May 16, 2025<\/strong>: The type of delivery increasingly determines the purchase or cancellation of bulky products. A recent study by Hermes Einrichtungs Service GmbH &amp; Co. KG in collaboration with the market research institute Cogitaris on the topic \u201cSuccess Factor Delivery \u2013 The Guide for Retailers and Manufacturers\u201d 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.<br \/><br \/>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. \u201cFor 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,\u201d explains Fanny Haltenhof, Head of Customer Satisfaction Last Mile at HES. \u201cOur study makes it clear: Two-man handling with delivery to the place of use is no longer an additional offer \u2013 it is a central customer expectation.\u201d<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-614328d3 elementor-widget elementor-widget-heading\" data-id=\"614328d3\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Service Determines Customer Satisfaction<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-33279652 elementor-widget elementor-widget-text-editor\" data-id=\"33279652\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>The delivery option \u201cFree to Place of Use\u201d \u2013 meaning delivery to the location of use (for example, living room or kitchen) \u2013 receives the best ratings from respondents, with 4.7 out of 5 points. Satisfaction is particularly high for furniture and large electrical appliances. Deliveries \u201cFree to Curb\u201d 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 \u201cFree to Curb\u201d 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.<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-5edd3e39 elementor-widget elementor-widget-heading\" data-id=\"5edd3e39\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"heading.default\">\n\t\t\t\t\t<h3 class=\"elementor-heading-title elementor-size-default\">Additional Services with High Potential<\/h3>\t\t\t\t<\/div>\n\t\t\t\t<div class=\"elementor-element elementor-element-4261e47d elementor-widget elementor-widget-text-editor\" data-id=\"4261e47d\" data-element_type=\"widget\" data-e-type=\"widget\" data-widget_type=\"text-editor.default\">\n\t\t\t\t\t\t\t\t\t<p>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.<\/p>\n<p>\u201cComfort, 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,\u201d emphasizes Haltenhof. \u201cHowever, 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.\u201d<\/p>\n<p>The complete study \u201cSuccess Factor Delivery \u2013 The Guide for Online Retailers\u201d is available for free download <a href=\"https:\/\/www.hes.de\/de\/erfolgsfaktor-lieferung\/\">here<\/a>. Source: Hermes Einrichtungs Service<\/p>\n<p>\u00a0<\/p>\n<p><strong>About Hermes Einrichtungs Service GmbH &amp; Co. KG<\/strong><br \/>Hermes Einrichtungs Service GmbH &amp; Co. KG (HES) is Germany\u2019s 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.<\/p>\n<p>\u00a0<\/p>\n<p>Press Contact<\/p>\n<p><strong>Vera Dyck<br \/><\/strong><strong>PR-Managerin<br \/><\/strong><strong>Hermes Einrichtungs Service<br \/><\/strong>Albert-Schweitzer-Stra\u00dfe 33<br \/>32584 L\u00f6hne<br \/>Tel.: 05732-103 461<br \/>Mail: vera.dyck@hermes-2mh.de<\/p>\n<p>\u00a0<\/p>\n<p><strong>About the Survey<\/strong><br \/><strong>Participants<\/strong>: 1,416 customers<br \/><strong>Method<\/strong>: Online survey<\/p>\t\t\t\t\t\t\t\t<\/div>\n\t\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t\t\t<\/div>\n\t\t","protected":false},"excerpt":{"rendered":"<p>Half of customers would switch providers if &#8220;Free to Place of Use&#8221; delivery is not offered \u2013 Hermes Einrichtungs Service GmbH &#038; Co. KG&#8230;<\/p>\n","protected":false},"author":2,"featured_media":7076,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"_acf_changed":false,"footnotes":""},"categories":[34],"tags":[],"class_list":["post-7078","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-press-releases"],"acf":[],"yoast_head":"<!-- This site is optimized with the Yoast SEO Premium plugin v28.5 (Yoast SEO v28.5) - https:\/\/yoast.com\/product\/yoast-seo-premium-wordpress\/ -->\n<title>Study Shows High Relevance of Comfort Deliveries for Ordering Bulky Goods - HERMES Einrichtungs Service<\/title>\n<meta name=\"robots\" content=\"index, follow, max-snippet:-1, max-image-preview:large, max-video-preview:-1\" \/>\n<link rel=\"canonical\" href=\"https:\/\/www.hes.de\/en\/study-shows-high-relevance-of-comfort-deliveries-for-ordering-bulky-goods\/\" \/>\n<meta property=\"og:locale\" content=\"en_US\" \/>\n<meta property=\"og:type\" content=\"article\" \/>\n<meta property=\"og:title\" content=\"Study Shows High Relevance of Comfort Deliveries for Ordering Bulky Goods\" \/>\n<meta property=\"og:description\" content=\"Half of customers would switch providers if &quot;Free to Place of Use&quot; delivery is not offered \u2013 Hermes Einrichtungs Service GmbH &amp; Co. 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