Overview Respondent pool makeup 50-99 Other / 0-49 units - - PowerPoint PPT Presentation

Study Overview

NMHC / Kingsley 2014 Package Delivery Study

Respondent pool makeup

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

Strong response counts from across the U.S.

255 228 210 169 147 123 120 119 94 91 82 76 66 61 59 58 52 50 100 150 200 250 300 Number of Responses

Most communities accept packages on behalf of residents

94% 89% 82% 40% 60% 80% 100% Mid-rise Garden High-rise Yes 88% No 12%

Does your management office accept packages?

Growth in package volume most wide spread in TX markets

73% 72% 71% 70% 64% 64% 63% 62% 62% 61% 60% 60% 60% 60% 59% 49% 48% 0% 20% 40% 60% 80%

What Happens to Packages

Mid-rise and high-rise management staff deliver packages

55% 39% 29% 0% 20% 40% 60% Mid-rise High-rise Garden Regularly or Occasionally 6% 27% Rarely 35% No 31% Regularly Occasionally

Does management staff deliver packages to the residents' doors?

Few carriers deliver to residents’ door in high-rise buildings

86% 52% 20% 0% 20% 40% 60% 80% 100% Garden Mid-rise High-rise Yes 77%

Do package carriers deliver to the residents' doors?

73% 16% 70% 20% 56% 26% 0% 20% 40% 60% 80% Deliver to management

• ffice

Leave package at door Garden Mid-rise High-rise

When carrier attempts to deliver, but resident is not home…

19% 70% 5%

Deliver to management office Deliver to package locker Return package back to carrier hub Leave package at door

Security of packages left at door main concern of residents

67% 7% 34% 68% 14% 32% 58% 18% 35% 0% 20% 40% 60% 80% ...the security of having a package left at their door. ...package carriers being given access to the building. ...packages being delivered to the wrong apartment.

Residents are concerned about…

Garden Mid-rise High-rise

Carriers alert residents directly one-third of the time

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

Automated notification least likely at garden communities

15% 45% 57% 45% 43% 35% 0% 20% 40% 60% Garden Mid-rise High-rise Automated System Any Manual Methods

Holiday vs. Non-Holiday

Staff time dedicated to packages increases during holidays

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

High-rise communities more likely to spend 11+ hours on packages

30% 16% 5% 46% 32% 13% 0% 10% 20% 30% 40% 50% High-rise Mid-rise Garden

Percent of Communities Spending 11+ Hours per Week on Packages

Non-Holiday Holiday

Holiday package increase is greatest at garden communities

84% 60% 41% 38% 44% 36% 0% 20% 40% 60% 80% 100% Garden Mid-rise High-rise

Percent Change in Package Volume and Staff Hours During Holiday Periods

Garden Mid-rise High-rise % CHG Volume % CHG Staff Hours % CHG Volume % CHG Staff Hours % CHG Volume % CHG Staff Hours

Burden on staff greatest for medium-sized communities

8.8 14.6 17.4 20.7 19.1 16.7 12.5 21.8 29.9 34.9 33.2 24.3 10 20 30 40 0-49 units 50-99 units 100-199 units 200-299 units 300-499 units 500+ units

Ratio of Packages to Staff Members

Non-holiday Holiday

Ratio of packages to staff nearly doubles for garden

32.4 29.8 14.4 45.5 47.6 26.5 10 20 30 40 50 High-rise Mid-rise Garden Non-holiday Holiday

Technology Adoption

Garden communities most likely to have package lockers

10% 7% 2% 0% 5% 10% 15% Garden Mid-rise High-rise Yes 9% No 84% 7% Considering it

Does your community currently utilize package lockers?

Package management software more common than lockers

61% 47% 17% 0% 20% 40% 60% 80% High-rise Mid-rise Garden Yes 24% No 70% 6% Considering it

Does your community currently utilize package management software?

Most communities have fewer than 11 package lockers

27% 37% 36% 0% 10% 20% 30% 40% 5 or fewer Between 6 and 10 More than 11

Number of Individual Package Lockers

45% 24% 31%

Package Locker Capacity

Sufficient year-round Not during high-volume periods Not sufficient

Less than half say package lockers are sufficient year-round

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