Acceptability of collection and delivery points from consumers’ perspective: A qualitative case study of Christchurch city

The rapid growth of online shopping has transformed freight distribution patterns, increasing the number of parcels delivered to homes and businesses. While online shopping can reduce some personal shopping trips, repeated delivery attempts caused by failed home deliveries can increase vehicle travel, congestion, and environmental impacts. To address these challenges, many countries have introduced Collection and Delivery Points (CDPs), where customers can collect parcels from a secure central location rather than receive them at home. Studies in Europe have shown that CDPs can improve delivery efficiency and reduce the number of failed deliveries.

This research investigated the acceptability of Collection and Delivery Points (CDPs) among residents of Christchurch and explored the factors that influence their willingness to use such services. At the time of the study, CDPs had only recently been introduced in New Zealand, and little was known about consumer perceptions and online shopping behaviour in this context. Using a series of focus groups, the study examined how residents viewed CDPs and what features would encourage or discourage their use.

The findings identified several key factors that influence consumer acceptance of CDPs, including the density of the CDP network, proximity to home or work, parking availability, location convenience, safe and secure operation, and hours of operation. Participants generally viewed CDPs favourably when they could be easily incorporated into existing travel patterns and when collecting parcels required minimal additional effort.

The study highlights the potential for urban freight consolidation and last-mile delivery solutions to improve delivery efficiency while reducing transport-related impacts. The results provide valuable insights for policymakers, logistics providers, and businesses seeking to develop successful CDP networks and support more sustainable urban freight systems in Christchurch and other cities.