Study NMHC / Kingsley 2014 Package Delivery Study Overview - PowerPoint PPT Presentation

Study NMHC / Kingsley 2014 Package Delivery Study Overview

Respondent pool makeup 50-99 Other / 0-49 units multiple units 7% types Townhouse High-rise 500+ 9% (9+ stories) units 3% 7% 7% 100-199 300-499 units Mid-rise units 24% (5-8 30% stories) Garden 14% (1-4 200-299 stories) units 68% 30%

Strong response counts from across the U.S. 300 255 250 228 Number of Responses 210 200 169 147 150 123 120 119 94 91 100 82 76 66 61 59 58 52 50 0

Most communities accept packages on behalf of residents 100% Does your management office 94% accept packages? 89% 82% No 80% 12% 60% Yes 40% 88% Mid-rise Garden High-rise

Growth in package volume most wide spread in TX markets 80% 73% 72% 71% 70% 64% 64% 63% 62% 62% 61% 60% 60% 60% 60% 59% 60% 49% 48% 40% 20% 0%

What Happens to Packages

Mid-rise and high-rise management staff deliver packages Does management staff deliver packages to the residents' doors? Regularly 60% 55% 6% Regularly or Occasionally 39% Occasionally No 31% 40% 27% 29% 20% Rarely 35% 0% Mid-rise High-rise Garden

Few carriers deliver to residents’ door in high-rise buildings Do package carriers deliver to the residents' doors? 100% 86% 80% 60% 52% 40% 20% 20% Yes 77% 0% Garden Mid-rise High-rise

When carrier attempts to deliver, but resident is not home… Return package Garden Mid-rise High-rise back to carrier Deliver to hub 80% package locker Leave package at door 73% 70% 60% 5% 56% 19% 40% 26% 20% 20% 70% 16% 0% Deliver to Leave package at Deliver to management office management door office

Security of packages left at door main concern of residents Residents are concerned about… Garden Mid-rise High-rise 80% 68% 67% 58% 60% 35% 40% 34% 32% 18% 20% 14% 7% 0% ...the security of having a ...package carriers being ...packages being delivered package left at their door. given access to the building. to the wrong apartment.

Carriers alert residents directly one-third of the time Carrier notifies residents 33% Phone call 26% Text or email to the resident 26% Electronic check-in system 24% Paper notice on resident door 18% Management office delivers packages 6% 0% 10% 20% 30% 40%

Automated notification least likely at garden communities Automated System Any Manual Methods 57% 60% 45% 45% 43% 40% 35% 20% 15% 0% Garden Mid-rise High-rise

Holiday vs. Non-Holiday

Staff time dedicated to packages increases during holidays 1-5 hours 6-10 hours 11+ hours 350 325 100% 300 8% 18% 14% 80% 250 19% 200 60% 150 40% 101 78% 100 63% 20% 50 0 0% Non-Holiday Holiday Non-holiday Holiday Receive Over 300 Packages Staff Hours

High-rise communities more likely to spend 11+ hours on packages Percent of Communities Spending 11+ Hours per Week on Packages Non-Holiday Holiday 50% 46% 40% 32% 30% 30% 20% 16% 13% 10% 5% 0% High-rise Mid-rise Garden

Holiday package increase is greatest at garden communities Percent Change in Package Volume and Staff Hours During Holiday Periods 100% 84% 80% 60% 60% 44% 41% 38% 36% 40% 20% 0% % CHG % CHG % CHG % CHG % CHG % CHG Garden Mid-rise High-rise Volume Staff Hours Volume Staff Hours Volume Staff Hours High-rise Garden Mid-rise

Burden on staff greatest for medium-sized communities Ratio of Packages to Staff Members Non-holiday Holiday 40 34.9 33.2 30 29.9 24.3 21.8 20.7 20 19.1 17.4 16.7 14.6 12.5 10 8.8 0 0-49 units 50-99 units 100-199 200-299 300-499 500+ units units units units

Ratio of packages to staff nearly doubles for garden Non-holiday Holiday 50 47.6 45.5 40 30 32.4 29.8 26.5 20 14.4 10 0 High-rise Mid-rise Garden

Technology Adoption

Garden communities most likely to have package lockers Does your community currently utilize package lockers? Considering it 15% 7% Yes 9% 10% 10% 7% 5% 2% No 0% 84% Garden Mid-rise High-rise

Package management software more common than lockers Does your community currently utilize package management software? Considering it 6% 80% Yes 24% 61% 60% 47% 40% 17% 20% No 70% 0% High-rise Mid-rise Garden

More communities with package software spend 11+ hours 1-5 hours 6-10 hours 11 + hours 100% 6% 7% 11% 22% 10% 14% 80% 17% 24% 60% 83% 40% 80% 72% 54% 20% 0% Yes No Yes No Use Package Lockers Use Package Software Communities with at least 200+ units during a non-holiday period

Most communities have fewer than 11 package lockers Number of Individual Package Package Locker Capacity Lockers 40% 37% 36% Not sufficient Sufficient 31% 30% 27% year-round 45% 20% Not during high-volume 10% periods 24% 0% 5 or fewer Between 6 More than and 10 11

Less than half say package lockers are sufficient year-round Sufficient year-round Yes, but not during high-volume periods No Number of Package Lockers 5 or fewer 44% 22% 33% Between 6 and 10 42% 22% 37% 11+ 43% 35% 22% 0% 20% 40% 60% 80% 100%