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

0

50

100

150

200

250

300

Nu

mb

er

of

Re

spo

nse

s

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

Re

gula

rly

or

Occ

asio

nal

ly

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 tomanagement

office

Leave package atdoor

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 apackage left at their door.

...package carriers beinggiven access to the building.

...packages being deliveredto 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

0

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

0

10

20

30

40

0-49 units 50-99 units 100-199units

200-299units

300-499units

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

0

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 6and 10

More than11

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

Nu

mb

er

of

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kage

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