Three years ago, when Parcelsea introduced prototypes of its private parcel lockers to quickly solve the problem of waiting for couriers, they began gathering feedback from test customers on what their first commercial product should look like. Thanks to an enthusiastic test group, they were able to launch a personal parcel locker—an evolution of the prototypes—as early as May 2021.
By now, this same smart parcel locker has been installed at nearly 900 front doors!
It is extremely important for us to know how satisfied our current users are with the service after three years of operation and what we should keep in mind as we continue to develop it. So, we sent out a survey to parcel locker owners at the end of 2023, and we’ve come away with quite a few new ideas!
One of the biggest advantages of the Picapac parcel locker is convenience—ordering, returning, and sending packages is so easy thanks to your personal parcel locker, because you don’t have to go any further than your front door to do any of these things.
In addition, virtually all courier companies, as well as neighbors, friends, or other parcel deliverers, can access the parcel locker. An open solution means that, by default, all three compartments are open when they do not contain any parcels. Once a package is inserted, the compartment closes with a click, and the recipient immediately receives an SMS notification. After that, the package waits securely for the recipient in a weatherproof compartment.
Furthermore, the Picapac parcel locker does not require a separate app, as everything is handled via SMS (notifications of parcel arrivals, remote opening, changing the PIN code, etc.). This feature has also been well-received by both users and couriers.
In addition to the open platform, it was considered important that, in addition to parcels from courier services, all parcels from Omniva parcel lockers also arrive at the Picapac parcel locker. Customers have also been positively surprised by the overall innovation—in just six months, we have further developed the service, introducing the option to send and return packages at the parcel locker service rate.
After observing their daily lives following the installation of a private parcel locker, many users noted that they do indeed have more time, since they no longer have to plan their schedules around picking up packages—instead, the packages are waiting for them at home. They also order more from online stores, and in doing so, they haven’t had to communicate with the courier, plan their time around the deliveries, or generally worry about whether the ordered goods will arrive on time.
Customer feedback when we asked what had positively surprised them about Picapaci:
“Simplicity—I really like this approach. I haven’t sent any packages myself yet, but I think this option adds a little extra excitement to the whole thing. Before, when I was about to arrive in Estonia, I’d place my orders or make my purchases in advance—I always had to calculate and weigh my options because I didn’t want to tie up a parcel locker for too long, and I’d have to make a special trip to the locker anyway, or the discount I wanted at the store would have expired, or the promo code would have expired. Now I choose when to buy and when to pick up the package. Very happy with this new family member named Picapac :)”
Small victories were also noted. Thanks to this solution near the gate, parcel locker owners don’t have to close up shop when the delivery dog arrives, since the parcel locker is installed right by the gate. We also received praise from business customers—customers can pick up their packages at any time and don’t have to plan their schedules around the store’s opening hours.
In summary, we can say that customer satisfaction is generally high, but there are some areas where we could improve even further.
The main suggestions include reducing the delay in opening SMS messages, increasing cooperation with other courier services, providing clearer instructions using diagrams or images, and developing the Picapaci app.
Overall, Picapac users have been pleasantly surprised by the service’s convenience, simplicity, and ongoing development, but they are open to further improvements in the areas mentioned. And this is where we can only learn from and take our customers’ feedback to heart, promising that by the end of the year, the Picapaci parcel locker will be even smarter and cooler!
We’ve now added a shared parcel locker to our selection, alongside our private parcel lockers! Find out more about what it entails.
Have you ever dreamed of having all your packages delivered safely right to your doorstep, without any extra trips? Kristjan and Marleen share their experience with Picapac, which has made their daily lives easier. Read more about how one smart parcel locker can change your life!
The long-awaited solution is now available – you can now manage and add additional users yourself in the Picapaci self-service portal! All you need to do is log in to your personal account on Picapaci
Merlin Miido, whose daily routine includes both receiving work-related packages and personal orders, shares his experience with the Picapac home package locker—a solution that has brought convenience and time savings to his life.
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