Boosting customer sentiment and safety with the AusPost app

The last mile delivery experience is a key part of the online shopping process – and one that’s also frequently targeted by scammers. The AusPost app helps businesses protect customers from delivery scams while also giving them more control over their deliveries.

Scam protection at your fingertips

Australians reported over 11,000 parcel delivery scams to Scamwatch with losses totalling more than $720,000 between January and October 2023.¹

Most phishing delivery scams involve text messages or emails claiming a parcel couldn’t be delivered or that the recipient’s personal details needed updating. And these scam attempts are becoming more sophisticated and harder to detect.

This is where the AusPost app plays a big part in building that safety and trust.

Our app users have expressed high confidence in Australia Post’s security measures (50%) when it comes to protecting personal information.² In fact, more Australians are turning to the app because of its immunity to fraudulent notifications.²

In FY24, there were 6.4 million active app users and 372 million visits to the app. AusPost app users track their deliveries 4 times more often than website users, and they’re 3.6 times more likely³ than non-app users to use 24/7 Parcel Lockers.

Once customers trust they’re protected from delivery scams, they can start looking forward to receiving their parcels. And again, the app has a key role here – this time in providing a positive last mile delivery experience.

Giving customers more control, choice and visibility of their deliveries

When customers make an online purchase, they experience virtual ownership. The time spent waiting for physical ownership can increase their sense of entitlement, excitement or anxiety.

This is usually when they start tracking their parcel more frequently or calling your customer centre.

While many online retail businesses view this as an unavoidable part of the delivery process, others are giving their customers more control and flexibility over the delivery experience by encouraging them to download the AusPost app.

How the AusPost app creates a better delivery experience

The flexibility to choose when, how and where to receive parcels is more important at a time when many work and live in multiple locations. Here’s how the AusPost app is helping Australians keep their life on track.

• Sending customers notification updates on the delivery status.
• Letting customers add alternative delivery addresses.
• Giving customers the choice to redirect their parcel to one of four Collection Points – a Post Office, Parcel Locker, PO Box or a different street address. This is particularly beneficial to apartment dwellers.
• Giving customers the option to use Safe Drop for eligible parcels4 if they aren’t home to receive them.

Not only do these benefits increase first-time delivery and NPS but also results in a happier customer who’s more likely to make repeat purchases.

A richer last mile delivery experience

80% of visits to ‘Track’ on Australia Post’s website are from mobile devices. Encouraging customers to track their deliveries through the app rather than the website and email tracking updates gives them better visibility of their deliveries.

And as customer expectations for faster delivery and tighter digital security continue to grow, a safe and seamless delivery experience will be valued more than ever.

Four ways businesses can encourage customers to download the AusPost app:

1. Include information about the app in delivery confirmation or a tracking email.
2. Display an option to download the app on the confirmation screen at checkout.
3. Through a dedicated email campaign.
4. Add information about the app to your FAQ or shipping page.

¹ https://www.accc.gov.au/media-release/expecting-a-delivery-during-the-holiday-sales-stop-and-think-don’t-click-the-link

² Australia Post Consumer Segmentation Quant W7 Jun’23

³ The Delivery Experience Report – Data & Insights (2021)

⁴ Terms and conditions apply. The service is only available for deliveries to an address that’s accessible and to a requested delivery location where it’s safe to leave parcels. Parcels that don’t require a signature will be left in a place our delivery drivers deem to be safe. Learn more about having your parcel left in a safe place.