We live in a “need it now” consumer culture, where we expect next-day or even same-day delivery at a notified time with fully visible tracking. We expect to pay for this, but not a premium price. Just as we don’t expect to pay for returns.
Retail companies pass these expectations on to couriers, parcel delivery, and logistics companies, who in turn, need to lower their costs and increase their service levels to meet them.
The resulting pressure is apparent at peak times, including holidays and sale periods, when an influx of work puts employees, processes and devices to the full test. This includes the need for seasonal workers to be trained and working in a very short timescale.