E-commerce is not just about maintaining a smooth-running online shop. Without efficient logistics and a reliable parcel service, customers will drop out. As Espace Mode (part of the Tricobel Group) is well aware of this and wishes to put customer satisfaction first, it has switched back to a single carrier system.

From a pioneer in fashion to an e-commerce player

Founded in the 1930s, Tricobel Group is a family-run business firmly embedded in the Belgian fashion industry. Under the brand name Espace Mode, the group now operates ten physical shops across Wallonia and a thriving online shop. Furthermore, the group also has a B2B brand called Signe Nature.

“Our shops are located outside the major cities and offer fashion for women, men and children,” says Rémy Demollin, e-commerce manager at Espace Mode. “We are strongly committed to a personalised shopping experience, both in the shops and online.”

High online expectations

Of the 40 million € turnover Tricobel Group generates annually, one million is due directly to its – growing – online shop sales figures.

Though this in itself represents a nice share of the total, the e-shop's impact is, in fact, even greater. “As customers are also allowed to reserve an item of clothing online and pick it up in one of the shops, another million should be added to this figure.” “Fashion giants like Zalando have set the tone. So it is crucial to streamline the various logistical processes behind our e-commerce offer. Consumers expect fast shipping, high-quality parcels and a flexible return policy. It is up to us to meet these expectations.”

From a dual carrier back to a single carrier

A smooth delivery experience starts with the right parcel service. Having worked for a while with both bpost and Mondial Relay, Espace Mode has reverted to a single carrier system with bpost. While Mondial Relay wants to deliver at a competitive price, we notice how bpost aims to make a difference thanks to its superior service.”

A comparative survey of Espace Mode customers conducted by bpost indicates that bpost's Pick-Up Drop-Off points score higher on NPS or recommendation rating (93) and delivery experience (98%). Also, bpost deliveries contribute significantly to repurchase behaviour (the intention to place a new order in this online shop).

“The punctuality of its deliveries, its returns service, the proximity of its parcel points and its long-lasting impact are highly appreciated by customers.”, Rémy Demollin concludes. , besluit Rémy Demollin.

What to look out for when choosing your carrier?

• Swift customer service: Prompt problem-tackling and solving.
• Dependable delivery: Fewer parcels getting damaged or lost, which leads to greater customer satisfaction.
• Extensive network: Providing your customers with an increasing number of preferred options and increasing convenience thanks to the large quantity of parcel delivery points and automated parcel lockers.

Recent research by bpost into the use of its 1.251 automated parcel lockers shows that proximity is the biggest motivation for choosing this sustainable option.

• 57% choose a parcel locker close to home
• 46% care about the price
• 39% choose a parcel locker located along their daily route

Conclusion

e-commerce success is not just about offering a good product. It also involves a swift, reliable delivery experience. Espace Mode values service over price, and by reverting to an exclusive collaboration with bpost, the company is taking a strategic step toward even greater customer satisfaction.

Choose your delivery option >