Development of cross-border e-commerce through parcel delivery . Appendix A, Country fact sheets.
Date: 2019-04-04
Institutions: Directorate-General for Internal Market, Industry, Entrepreneurship and SMEs
Subjects: EU Member State, Universal Postal Union, consumer survey, cross-border cooperation, cross-border dimension, delivery, electronic commerce, environmental impact, postal charges, postal service, retail trade, single market, supply and demand

Development of Cross-border 
E-commerce through  
Parcel Delivery 

Appendix A 
Country Fact Sheets 

Study for the European Commission, 
Directorate-General for Internal Market, Industry, 
Entrepreneurship and SMEs 

Final Report 

Written by  
Alex Kalevi Dieke 
Dr René Arnold  
Dr Christian Bender 
Annette Hillebrand 
Antonia Niederprüm 
Serpil Taş 
Sonja Thiele 
Julia Wielgosch 

February – 2019 

 
 
 
 
 
 
 
 
 
 
EUROPEAN COMMISSION 

Directorate-General for Internal Market, Industry, Entrepreneurship and SMEs 
Directorate E — Modernisation of the Single Market 
Unit GROW E2 — Public Interest Services 

Contact: Raphaël Goulet 

E-mail:  …GROW-E2@ec.europa.eu  

European Commission 
B-1049 Brussels 

Directorate-General for Internal Market, Industry, Entrepreneurship and SMEs  

2019 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
EUROPEAN COMMISSION 

Development of Cross-border 
E-commerce through  
Parcel Delivery 

Appendix A 
Country Fact Sheets 

Study for the European Commission, 
Directorate-General for Internal Market, Industry, 
Entrepreneurship and SMEs 

Final Report 

Directorate-General for Internal Market, Industry, Entrepreneurship and SMEs  

2019 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
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Luxembourg: Publications Office of the European Union, 2019 

ISBN 978-92-76-01611-3 
doi:10.2873/428540 

© European Union, 2019 
Reproduction is authorised provided the source is acknowledged. 

 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
Contents 

Austria (AT)  .......................................... 3 

Italy (IT)  ..............................................48 

Belgium (BE)  ........................................ 6 

Latvia (LV)  ..........................................51 

Bulgaria (BG)  ........................................ 9 

Lithuania (LT)  .....................................54 

Croatia (HR) ........................................ 12 

Luxembourg (LU)  ...............................57 

Cyprus (CY) ......................................... 15 

Malta (MT)  ..........................................60 

Czech Republic (CZ) ........................... 18 

Norway (NO)  ......................................63 

Denmark (DK)  .................................... 21 

Poland (PL)  ........................................66 

Estonia (EE)  ....................................... 24 

Portugal (PT)  ......................................69 

Finland (FI)  ......................................... 27 

Romania (RO)  ....................................72 

France (FR)  ........................................ 30 

Slovakia (SK)  ......................................75 

Germany (DE)  .................................... 33 

Slovenia (SI)  .......................................78 

Greece (EL)  ........................................ 36 

Spain (ES)  ..........................................81 

Hungary (HU)  ..................................... 39 

Sweden (SE)  ......................................84 

Iceland (IS)  ......................................... 42 

The Netherlands (NL)  .........................87 

Ireland (IE)  .......................................... 45 

United Kingdom (UK)  .........................90 

Definitions ............................................93 

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 1 
 
 
 
 
[This page intentionally left blank.] 

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 2 
 
 
 
 
 
Country Fact Sheet - Austria

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 5 / 90% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

8.8 m
83 944 sqkm

GDP development (CAGR 2013-2017)

3.3%

GDP per capita 
(2017, Purchasing Power Standard)

37 648 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

63.7 (EU-28: 62.6)
(79% of highest performer)
47.6 (EU-28: 50.5)
(63% of highest performer)
44.1 (EU-28: 40.1)
(72% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

9 080 m€
1 035 € (EU-28:  921 €)
11.2%
2.5%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

54%

62%

EU-28
2017: 57%
2013: 47%

40%

47%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

Germany

China

United Kingdom

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

13%

17%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Germany

10%

2013

Italy

14%

2017

EU-28
2017: 9%
2013: 7%

Czech Republic

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

amazon.at
Invoice

zalando.at
Visa/Master card

universal.at
Bank transfer

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 3 
Highlights of WIK consumer survey

82% of online shoppers purchased goods in other countries

25%

58%

18%

only cross-border

domestic & cross-border

only domestic

36% of online shoppers bought twice or more times a month from domestic online stores and 
32% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

64%

      At least once per month

59%

28%

  Two to four times per month

27%

8%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Books, DVDs, CDs or 
video games

Furniture or homeware

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

74% of the most recent domestic and 67% of the most recent cross-border purchases
 were delivered free of charge

Domestic

26%

48%

Cross-border

33%

44%

26%

23%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

75.2 (EU/EEA 30: 72.0)
72.1 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

45% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

75%

slow delivery

66%

risk that item may not arrive in time

56%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 4 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

4.03 of 5 (95% of highest performer)
 646 m€
 188 m
10.4%

21.4 items 
per capita 
(2017)*

2C
2B

* domestic and cross-border inbound parcel and express items

0

5

10

15

20

25

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Österreichische Post
DHL Paket
DPD

Cross-border

Österreichische Post
DHL Paket
DPD

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Place of work

94.5%
94.0%

19.4%
19.0%

9.2%
9.0%

85%-95%

> 90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10 kg
Yes
No
Yes

Unemployment rate 2017
(% of population)

AT 5.5%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

No generally applicable
minimum wage

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

28%

95%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
26 300 (2017)
17 463 (FTE, 2017)

Development of employment
-3.8% (CAGR 2013-2017)
-2.6% (CAGR 2013-2017)

4. Market developments

•

•

•

•

•

Austria is a gateway to Eastern European countries (Hungary, Czech Republic, Slovakia etc) for Austrian Post, DPD 
and GLS.
Amazon Logistics starts own parcel delivery in Vienna in October 2018.

DPD launches parcel management platform enabling private customers in Austria to manage their parcels individually 
(myDPD.at) in summer 2018.
Austrian Post launched new parcel products for packets up to 2kg (letter box packet and medium) and parcel products 
with three different speeds PRIO (E+1), ECO (E+2-3) and ECO Business (E+4-5). 
DHL Parcel launched established a new parcel delivery carrier in Austria in 2015/16 as delivery partner for the DHL 
Parcel Connect network.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 5 
 
Country Fact Sheet - Belgium

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 2 / 95% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

11.4 m
30 668 sqkm

GDP development (CAGR 2013-2017)

2.7%

GDP per capita 
(2017, Purchasing Power Standard)

34 383 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

75.1 (EU-28: 62.6)
(93% of highest performer)
53.3 (EU-28: 50.5)
(71% of highest performer)
54.6 (EU-28: 40.1)
(89% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

10 520 m€
 927 € (EU-28:  921 €)
18.1%
2.4%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

48%

60%

EU-28
2017: 57%
2013: 47%

29%

40%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

France

China

Netherlands

% of companies selling online 
(total)

21%

24%

EU-28
2017: 18%
2013: 14%

% of companies selling online 
(cross-border)

9%

13%

EU-28
2017: 9%
2013: 7%

2013

2017

2013

2017

TOP3 countries in Europe sold to

France

Netherlands

Germany

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

coolblue.be
Visa/Master card

bol.com
Mistercash

amazon.fr
Digital wallet (paypal, 
Alipay)

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 6 
Highlights of WIK consumer survey

59% of online shoppers purchased goods in other countries

17%

42%

41%

only cross-border

domestic & cross-border

only domestic

33% of online shoppers bought twice or more times a month from domestic online stores and 
26% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

52%

      At least once per month

50%

26%

  Two to four times per month

20%

7%

More than five times per month

6%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

78% of the most recent domestic and 64% of the most recent cross-border purchases
 were delivered free of charge

Domestic

22%

48%

Cross-border

40%

36%

30%

24%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

75.3 (EU/EEA 30: 72.0)
71.8 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

50% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

tracking not being available

risk that item may not arrive in time

75%

66%

66%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 7 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

4.04 of 5 (95% of highest performer)
1 294 m€
 205 m
17.1%

18.1 items 
per capita 
(2017)*

2C&2B

* domestic and cross-borderparcel and express items

0

5

10

15

20

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
bpost
DPD
DHL

Cross-border

bpost
DPD
DHL

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Place of work

83.0%
86.0%

41.0%
38.0%

8.9%
8.0%

75%-85%

70%-80%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
No
No compensation fund  
No financing from carriers

Unemployment rate 2017
(% of population)

BE 7.1%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

1 411

50%

96%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
34 800 (2017)
25 323 (FTE, 2017)

Development of employment
-0.4% (CAGR 2013-2017)
3.0% (CAGR 2015-2017)

4. Market developments

•

•

•

•

•

Belgian and Dutch delivery markets are growing together, with PostNL active in both countries as well as bpost in 
cooperation with DHL Parcel.
bpost-owned Cubee parcel terminals and Kariboo! parcel shops have been opened to all carriers. Cubee cooperates 
with GLS, and Kariboo! with Relais Colis, PostNL and DHL Express.
Alibaba/Cainiao plans to open a European logistics hub at Liège Airport as one of five global hubs worldwide.

bpost sees its future as an international e-commerce logistics player offering parcel services in/to/from Europe after 
M&A wave.
Belgian regulator BIPT published a comprehensive study on e-commerce delivery services in Belgium (Étude relative 
au marché belge de la livraison de colis dans le cadre d’activités d’e-commerce) in May 2017.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 8 
Country Fact Sheet - Bulgaria

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 27 / 30% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

7.1 m
110 995 sqkm

GDP development (CAGR 2013-2017)

4.7%

GDP per capita 
(2017, Purchasing Power Standard)

14 111 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

54.9 (EU-28: 62.6)
(68% of highest performer)
41.7 (EU-28: 50.5)
(56% of highest performer)
24.4 (EU-28: 40.1)
(40% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 511 m€
 72 € (EU-28:  921 €)
26.4%
1.0%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

EU-28
2017: 57%
2013: 47%

12%

2013

18%

2017

7%

2013

7%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

EU-28
2017: 18%
2013: 14%

5%

2013

7%

2017

TOP3 countries in Europe sold to

Germany

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

olx.bg
n.a.

2%

2013

Greece

bezar.bg

EU-28
2017: 9%
2013: 7%

3%

2017

Romania

aliexpress.com

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 9 
Highlights of WIK consumer survey

41% of online shoppers purchased goods in other countries

3%

37%

59%

only cross-border

domestic & cross-border

only domestic

24% of online shoppers bought twice or more times a month from domestic online stores and 
23% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

51%

      At least once per month

43%

20%

  Two to four times per month

18%

4%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

45% of the most recent domestic and 66% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

30%

15%

55%

45%

34%

21%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

68.0 (EU/EEA 30: 72.0)
66.3 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

72% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

90%

74%

slow delivery

70%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 10 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.03 of 5 (64% of highest performer)
 163 m€
12.0 m
42.6%

1.7 items 
per capita 
(2017)

2C&2B

0

0.5

1

1.5

2

Universal service provider's volume share in X2C parcel deliveries: <20%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Econt Express
Speedy
Rapido

Cross-border

Bulgarian Posts
DHL
Speedy

TOP-3 delivery locations

Parcel shop, post office
or central collection depot

Home

Place of work

67.8%
71.0%

62.1%
59.0%

31.9%
27.0%

85%-95%

75%-85%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
No compensation fund  
Yes, within USO

Unemployment rate 2017
(% of population)

BG 6.2%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 539

20%

30%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
24 500 (2017)
n.a.

Development of employment
3.1% (CAGR 2013-2017)
n.a.

4. Market developments

•

•

Consolidation in the Bulgarian parcel & express market: DPD Bulgarian franchisee Speedy acquired DHL Parcel 
partner Rapido in May 2018. Rapido merged with D&D Express in February 2018.
Bulgarian consumers experience improving B2C e-commerce deliveries according to the national regulatory authority.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 11 
Country Fact Sheet - Croatia

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 17 / 60% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

4.2 m
56 539 sqkm

GDP development (CAGR 2013-2017)

2.7%

GDP per capita 
(2017, Purchasing Power Standard)

17 479 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

49.4 (EU-28: 62.6)
(61% of highest performer)
54.1 (EU-28: 50.5)
(72% of highest performer)
35.4 (EU-28: 40.1)
(58% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 384 m€
 92 € (EU-28:  921 €)
12.5%
0.8%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

EU-28
2017: 57%
2013: 47%

26%

2013

29%

2017

15%

2013

18%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

USA

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

EU-28
2017: 18%
2013: 14%

18%

2017

n.a.

2013

TOP3 countries in Europe sold to

Germany

9%

9%

EU-28
2017: 9%
2013: 7%

2013

Slovenia

2017

Austria

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

njuskalo.hr
Digital wallet (paypal, 
Alipay)

ebay.com
Cash-on-delivery

aliexpress.com
Visa/Master card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 12 
Highlights of WIK consumer survey

71% of online shoppers purchased goods in other countries

15%

56%

29%

only cross-border

domestic & cross-border

only domestic

25% of online shoppers bought twice or more times a month from domestic online stores and 
33% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

48%

      At least once per month

53%

19%

  Two to four times per month

24%

6%

More than five times per month

9%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Furniture or homeware

Furniture or homeware

59% of the most recent domestic and 69% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

40%

41%

54%

31%

15%

20%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

74.6 (EU/EEA 30: 72.0)
72.7 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

53% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

79%

69%

slow delivery

67%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 13 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2015)
Volume (2017)

3.1 of 5 (66% of highest performer)
 56 m€
18.6 m
11.4%

4.5 items 
per capita 
(2017)

2C&2B

0

1

2

3

4

5

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Hrvatska pošta
GLS
DPD

Cross-border

Hrvatska pošta
GLS
DHL Express

TOP-3 delivery locations

Home

Place of work

Parcel shop, post office
or central collection depot

95.2%
94.0%

19.7%
11.0%

14.0%
11.0%

80%-90%

85%-95%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
Yes
No compensation fund  
Yes

Unemployment rate 2017
(% of population)

HR 11.1%

Minimum wage (per month in
Purchasing Power Standard)

EU-28 
7.6%

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 688

35%

61%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
16 400 (2017)
n.a.

Development of employment
8.8% (CAGR 2013-2017)
n.a.

4. Market developments

•

•

Hrvatska Posta became partner of the DHL Parcel network in 2017. The partnership drives the company to improve 
B2C delivery services to comply with the DHL Parcel Connect standard.
The DHL Parcel Connect standard includes Saturday delivery and standardized processes to shorten delivery and 
return times as well as services informing recipients on expected delivery time and date  of their orders, and a 

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 14 
Country Fact Sheet - Cyprus

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 27 / 30% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

0.9 m
9 249 sqkm

GDP development (CAGR 2013-2017)

1.4%

GDP per capita 
(2017, Purchasing Power Standard)

24 654 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

60.6 (EU-28: 62.6)
(75% of highest performer)
51.1 (EU-28: 50.5)
(68% of highest performer)
37.7 (EU-28: 40.1)
(61% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 250 m€
 292 € (EU-28:  921 €)
15.6%
1.3%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

EU-28
2017: 57%
2013: 47%

25%

2013

32%

2017

24%

2013

29%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

United Kingdom

China

Greece

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

7%

2013

12%

2017

EU-28
2017: 18%
2013: 14%

6%

2013

EU-28
2017: 9%
2013: 7%

9%

2017

TOP3 countries in Europe sold to

Greece

United Kingdom

Germany

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

amazon.co.uk
n.a.

bazaraki.com 

amazon.com

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 15 
Highlights of WIK consumer survey

71% of online shoppers purchased goods in other countries

37%

34%

29%

only cross-border

domestic & cross-border

only domestic

21% of online shoppers bought twice or more times a month from domestic online stores and 
22% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

35%

      At least once per month

35%

17%

  Two to four times per month

18%

4%

More than five times per month

4%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment

Consumer electronics 
or other high-tech 
equipment
Clothes and shoes

Groceries, food or 
beverages

Books, DVDs, CDs or 
video games

68% of the most recent domestic and 47% of the most recent cross-border purchases
 were delivered free of charge

Domestic

32%

42%

26%

Cross-border

36%

11%

54%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

74.6 (EU/EEA 30: 72.0)
59.0 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

69% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk that item may not arrive in time

86%

slow delivery

86%

risk and inconvience of returns

83%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 16 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2016)
Volume (2017)

3.15 of 5 (67% of highest performer)
 35 m€
6.0 m
7.5%

7.0 items 
per capita 
(2017)

2C&2B

0

1

2

3

4

5

6

7

8

Universal service provider's volume share in X2C parcel deliveries: <20%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

ACS - Air Courier Services
Cyprus Post
DHL Express

Cross-border
Cyprus Post
ACS - Air Courier Services
DHL Express

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Place of work

75.0%
74.0%

53.7%
58.0%

20.7%
17.0%

> 90%

> 90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
Yes
Yes

Unemployment rate 2017
(% of population)

CY 11.1%

Minimum wage (per month in
Purchasing Power Standard)

No generally applicable
minimum wage

EU-28 
7.6%

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

55%

52%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
1 100 (2017)
n.a.

Development of employment
-4.1% (CAGR 2013-2017)
n.a.

4. Market developments

•

ACS Courier launched regular delivery and return services between Greece and Cyprus.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 17 
 
Country Fact Sheet - Czech Republic

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 19 / 55% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

10.6 m
78 874 sqkm

GDP development (CAGR 2013-2017)

5.0%

GDP per capita 
(2017, Purchasing Power Standard)

25 576 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

63.9 (EU-28: 62.6)
(79% of highest performer)
46.5 (EU-28: 50.5)
(62% of highest performer)
40.4 (EU-28: 40.1)
(66% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

4 100 m€
 388 € (EU-28:  921 €)
17.2%
2.1%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

36%

56%

EU-28
2017: 57%
2013: 47%

2013

2017

7%

2013

11%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

26%

24%

EU-28
2017: 18%
2013: 14%

% of companies selling online 
(cross-border)

13%

13%

EU-28
2017: 9%
2013: 7%

2013

2017

TOP3 countries in Europe sold to

Slovakia

2013

Germany

2017

Poland

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

heureka.cz
Bank transfer

bazos.cz
Visa/Master card

alza.cz
Cash-on-delivery

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 18 
Highlights of WIK consumer survey

50% of online shoppers purchased goods in other countries

2%

48%

50%

only cross-border

domestic & cross-border

only domestic

31% of online shoppers bought twice or more times a month from domestic online stores and 
29% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

63%

      At least once per month

51%

27%

  Two to four times per month

23%

4%

More than five times per month

6%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Furniture or homeware

Furniture or homeware

58% of the most recent domestic and 68% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

34%

42%

58%

32%

10%

24%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

68.5 (EU/EEA 30: 72.0)
61.8 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

65% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

80%

64%

slow delivery

49%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 19 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2015)

Revenues
Volume (2015)

3.68 of 5 (84% of highest performer)
n.a.
 67 m
27.4%

6.4 items 
per capita 
(2015)

2C&2B

0

1

2

3

4

5

6

7

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Česká pošta
PPL CZ
Zásilkovna
Cross-border
Česká pošta
DPD
PPL CZ

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Place of work

85.2%
88.0%

40.8%
47.0%

24.9%
21.0%

80%-90%

80%-90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
Yes
No compensation fund  
No financing from carriers

Unemployment rate 2017
(% of population)

CZ 2.9%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 672

17%

38%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
48 100 (2017)
23 132 (2017)

Development of employment
-0.2% (CAGR 2013-2017)
-0.9% (CAGR 2014-2017)

4. Market developments

•

•

•

Alza.cz is the number one e-commerce player in the Czech Republic. To facilitate delivery they installed 24/7 parcel 
terminals, called 'AlzaBox', launched an own delivery service ('AlzaExpres') and offers parcel boxes for home delivery 
Zásilkovna, founded in 2010, has developed to one of the most important B2C delivery services (via parcel shops) in 
the Czech Republic and Slovakia and expanded its services to Hungary, Romania and Poland.
Notino.cz, an important internationally active e-retailer for cosmetics, acquired a 20% stake in Zásilkovna.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 20 
Country Fact Sheet - Denmark

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 11 / 70% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

5.7 m
43 162 sqkm

GDP development (CAGR 2013-2017)

2.7%

GDP per capita 
(2017, Purchasing Power Standard)

36 215 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

78.5 (EU-28: 62.6)
(97% of highest performer)
75.1 (EU-28: 50.5)
(100% of highest performer)
61.3 (EU-28: 40.1)
(100% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

9 170 m€
1 595 € (EU-28:  921 €)
17.6%
3.2%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

77%

80%

EU-28
2017: 57%
2013: 47%

36%

37%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

Germany

China

United Kingdom

% of companies selling online 
(total)

29%

27%

EU-28
2017: 18%
2013: 14%

% of companies selling online 
(cross-border)

10%

10%

EU-28
2017: 9%
2013: 7%

2013

2017

TOP3 countries in Europe sold to

Sweden

2013

Germany

2017

United Kingdom

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

elgiganten.dk
n.a.

saxo.com

apple.com

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 21 
Highlights of WIK consumer survey

52% of online shoppers purchased goods in other countries

7%

45%

48%

only cross-border

domestic & cross-border

only domestic

30% of online shoppers bought twice or more times a month from domestic online stores and 
24% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

55%

      At least once per month

46%

24%

  Two to four times per month

19%

6%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Furniture or homeware

Books, DVDs, CDs or 
video games

63% of the most recent domestic and 56% of the most recent cross-border purchases
 were delivered free of charge

Domestic

37%

37%

Cross-border

32%

45%

26%

24%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

75.3 (EU/EEA 30: 72.0)
69.5 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

52% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

tracking not being available

risk that item may not arrive in time

79%

65%

59%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 22 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development

Revenues
Volume (2017)

3.99 of 5 (93% of highest performer)
n.a.
 65 m
n.a.

11.3 items 
per capita 
(2017)

2C&2B

0

2

4

6

8

10

12

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

GLS Denmark
Post Danmark
DHL Express

Cross-border

Post Danmark
GLS Denmark
UPS

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Parcel locker or parcel box

76.5%
75.0%

51.8%
65.0%

26.0%
25.0%

85%-95%

80%-90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
Yes
Yes, within USO

Unemployment rate 2017
(% of population)

DK 5.7%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

No generally applicable
minimum wage

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

67%

80%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
19 700 (2017)
8 645 (FTE, 2017)

Development of employment
-3.2% (CAGR 2013-2017)
-9.7% (CAGR 2013-2017)

4. Market developments

•

•

•

The Danish Ministry of Foreign Affairs, Google and the e-commerce association FDIH launched an initiative to 
promote exports of Danish e-retailers in August 2018
DAO365 delivers newspapers, letters, magazines and tracked parcels on 365 days a year and offers dedicated next 
day delivery & return services for e-retailers with at least 10,000 shipments / year.
Danish consumers prefer buying abroad which resulted in a DKK 30 billion deficit in e-commerce revenues in 2017.

•

Danish software company SwipBox is very successful in the distribution of carrier-agnostic parcel locker systems.

•

The European Commission approved a compensation of DKK 1.192 billion granted by Denmark to Post Danmark for 
the provision of the universal postal service during the period 2017-2019.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 23 
 
Country Fact Sheet - Estonia

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 15 / 65% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

1.3 m
45 347 sqkm

GDP development (CAGR 2013-2017)

5.0%

GDP per capita 
(2017, Purchasing Power Standard)

22 494 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

64.1 (EU-28: 62.6)
(79% of highest performer)
61.6 (EU-28: 50.5)
(82% of highest performer)
37.1 (EU-28: 40.1)
(60% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 204 m€
 155 € (EU-28:  921 €)
19.2%
0.9%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

23%

2013

EU-28
2017: 57%
2013: 47%

58%

2017

14%

2013

36%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

10%

16%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Finland

6%

2013

Latvia

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

aliexpress.com 
Bank transfer

okidoki.ee 
Visa/Master card

9%

EU-28
2017: 9%
2013: 7%

2017

Lithuania

online.ee
Domestic bank credit 
card / debit card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 24 
Highlights of WIK consumer survey

60% of online shoppers purchased goods in other countries

12%

48%

40%

only cross-border

domestic & cross-border

only domestic

15% of online shoppers bought twice or more times a month from domestic online stores and 
20% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

37%

      At least once per month

41%

13%

  Two to four times per month

17%

2%

More than five times per month

3%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Furniture or homeware

Books, DVDs, CDs or 
video games

54% of the most recent domestic and 71% of the most recent cross-border purchases
 were delivered free of charge

Domestic

32%

22%

46%

57%

Cross-border

30%

14%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

63.6 (EU/EEA 30: 72.0)
61.0 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

62% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

89%

66%

slow delivery

63%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 25 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.31 of 5 (72% of highest performer)
 74 m€
9.8 m
13.6%

7.4 items 
per capita 
(2017)*

2C&2B

* domestic and cross-border inbound parcel and express items

0

1

2

3

4

5

6

7

8

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Eesti Post
DPD
Itella

Cross-border
Eesti Post
DPD
Itella

TOP-3 delivery locations

Parcel locker or parcel box

Home

Parcel shop, post office
or central collection depot

74.9%
69.0%

69.1%
66.0%

29.9%
28.0%

> 90%

> 90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
Yes
No financing from carriers

Unemployment rate 2017
(% of population)

EE 5.8%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 637

10%

33%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
4 700 (2017)
2 239 (FTE, 2017)

Development of employment
9.2% (CAGR 2013-2017)
-2.9% (CAGR 2013-2017)

4. Market developments

•

•

•

•

DPD and DHL Express closed cooperations with the innovative  Estonian carrier-agnostic locker system Collect.Net of 
Cleveron in 2017.
Parcel lockers are the preferred delivery option in Estonia. Experts estimate that some 80% of parcels go to 
automated parcel machines or PUDOs.
Omniva (Estonia) is a leading provider of parcel lockers in the Baltic countries. In 2015, Omniva has launched a joint 
venture with  Chinese SF Express (Post 11).
In 2018, a pilot project funded by the EU was initiated which includes international parcel delivery by drones between 
Helsinki and Tallinn.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 26 
 
Country Fact Sheet - Finland

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 10 / 75% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

5.5 m
337 547 sqkm

GDP development (CAGR 2013-2017)

2.4%

GDP per capita 
(2017, Purchasing Power Standard)

32 022 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

66.1 (EU-28: 62.6)
(81% of highest performer)
65.4 (EU-28: 50.5)
(87% of highest performer)
60.9 (EU-28: 40.1)
(99% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

9 230 m€
1 677 € (EU-28:  921 €)
12.5%
4.1%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

65%

71%

EU-28
2017: 57%
2013: 47%

35%

44%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

China

Germany

United Kingdom

% of companies selling online 
(total)

16%

21%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Sweden

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

verkkokauppa.com
n.a.

% of companies selling online 
(cross-border)

5%

2013

Estonia

gigantti.fi

EU-28
2017: 9%
2013: 7%

6%

2017

Germany

zalando.fi

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 27 
Highlights of WIK consumer survey

50% of online shoppers purchased goods in other countries

8%

42%

50%

only cross-border

domestic & cross-border

only domestic

18% of online shoppers bought twice or more times a month from domestic online stores and 
21% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

42%

      At least once per month

42%

16%

  Two to four times per month

17%

2%

More than five times per month

4%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

56% of the most recent domestic and 50% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

35%

44%

21%

34%

16%

50%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

77.5 (EU/EEA 30: 72.0)
63.7 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

64% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

82%

65%

tracking not being available

61%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 28 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues
Volume (2017)

3.97 of 5 (93% of highest performer)
n.a.
 72 m
6.0%

13.1 items 
per capita 
(2017)

2C&2B

0

2

4

6

8

10

12

14

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
Posti
Matkahuolto Oy
DB Schenker

Cross-border

Posti
DHL Express
PostNord

TOP-3 delivery locations

Parcel shop, post office
or central collection depot

Home

Parcel locker or parcel box

68.1%
80.0%

64.6%
46.0%

31.5%
27.0%

80%-90%

85%-95%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
n.a.
n.a.
n.a.

Unemployment rate 2017
(% of population)

FI 8.6%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

No generally applicable
minimum wage

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

74%

91%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
21 700 (2017)
16 595 (FTE, 2017)

Development of employment
0.7% (CAGR 2013-2017)
-4.9% (CAGR 2013-2017)

4. Market developments

•

Posti, the national postal operator in Finland, is well established in the Finnish and in the Baltic countries. 

•

Posti/Itella cooperates with the European parcel networks DHL Parcel and GLS in Finland and in the Baltic countries.

•

•

Danish software company SwipBox secures a multi-million contract to supply parcel lockers in cooperation with 
Lehtipiste Oy, a Finnish retail distributor.
In 2018, a pilot project funded by the EU was initiated which includes international parcel delivery by drones between 
Helsinki and Tallinn.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 29 
 
Country Fact Sheet - France

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 8 / 80% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

67.0 m
549 060 sqkm

GDP development (CAGR 2013-2017)

2.0%

GDP per capita 
(2017, Purchasing Power Standard)

30 497 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

56.4 (EU-28: 62.6)
(70% of highest performer)
42.2 (EU-28: 50.5)
(56% of highest performer)
37.8 (EU-28: 40.1)
(62% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

81 700 m€
1 220 € (EU-28:  921 €)
13.3%
3.6%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

59%

67%

EU-28
2017: 57%
2013: 47%

2013

2017

21%

2013

28%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

Germany

United Kingdom

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

11%

17%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Belgium

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

vente-privee.com
Visa/Master card

6%

2013

Germany

EU-28
2017: 9%
2013: 7%

8%

2017

United Kingdom

amazon.fr
Digital wallet (paypal, 
Alipay)

cdiscount.com
Domestic bank credit 
card / debit card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 30 
Highlights of WIK consumer survey

35% of online shoppers purchased goods in other countries

4%

31%

65%

only cross-border

domestic & cross-border

only domestic

30% of online shoppers bought twice or more times a month from domestic online stores and 
31% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

62%

      At least once per month

52%

25%

  Two to four times per month

26%

5%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Books, DVDs, CDs or 
video games

Consumer electronics 
or other high-tech 
equipment

Consumer electronics 
or other high-tech 
equipment
Books, DVDs, CDs or 
video games

76% of the most recent domestic and 66% of the most recent cross-border purchases
 were delivered free of charge

Domestic

24%

53%

24%

Cross-border

42%

34%

24%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

73.1 (EU/EEA 30: 72.0)
68.7 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

58% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

83%

69%

slow delivery

66%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 31 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.84 of 5 (89% of highest performer)
1 909 m€
1 200 m
11.2%

17.9 items 
per capita 
(2017)*

2C
2B

* domestic and cross-border parcel and express items

0

5

10

15

20

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
La Poste
Mondial Relay
Relais Colis
Cross-border

LaPoste / Chronoposte
DHL Express
UPS / UPS Access Point

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Retailer's stores

85.3%
84.0%

41.5%
48.0%

11.3%
12.0%

75%-85%

75%-85%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
No
No
No financing from carriers

Unemployment rate 2017
(% of population)

FR 9.4%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

1 377

8%

98%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
235 200 (2017)
191 889 (FTE, 2017)

Development of employment
-0.5% (CAGR 2013-2017)
-2.9% (CAGR 2013-2017)

4. Market developments

•

•

•

•

•

The French parcel sector is still highly concentrated with a strong position of the French La Poste Group in the parcel 
(Colissimo) and in the express segements (Chronopost and DPD).
B2C delivery specialist Mondial Relay has announced a co-operation agreement with French counterpart Colis Privé, 
in which Amazon holds a 25% stake in July 2017.
Amazon Logistics started launching Amazon lockers in all 980 SNCF train stations across France and offers Prime 
Now in Paris and its metropolitan area.
UPS and DHL Express heavily invest in additional sorting and delivery capacities in France.

French regulator ARCEP published a comprehensive study on export e-commerce delivery services (Le marché du 
colis transfrontalier) in June 2017.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 32 
 
Country Fact Sheet - Germany

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 2 / 95% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

82.5 m
358 327 sqkm

GDP development (CAGR 2013-2017)

3.7%

GDP per capita 
(2017, Purchasing Power Standard)

36 277 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

64.7 (EU-28: 62.6)
(80% of highest performer)
52.7 (EU-28: 50.5)
(70% of highest performer)
41.3 (EU-28: 40.1)
(67% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

78 140 m€
 947 € (EU-28:  921 €)
7.3%
2.4%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

69%

75%

EU-28
2017: 57%
2013: 47%

2013

2017

14%

2013

25%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Austria

% of companies selling online 
(total)

22%

24%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Austria

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

amazon.de
Digital wallet (paypal, 
Alipay)

% of companies selling online 
(cross-border)

10%

2013

France

otto.de
Invoice

12%

2017

EU-28
2017: 9%
2013: 7%

Netherlands

zalando.de
Bank transfer

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 33 
Highlights of WIK consumer survey

41% of online shoppers purchased goods in other countries

4%

37%

59%

only cross-border

domestic & cross-border

only domestic

49% of online shoppers bought twice or more times a month from domestic online stores and 
27% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

77%

      At least once per month

41%

38%

  Two to four times per month

20%

11%

More than five times per month

7%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Books, DVDs, CDs or 
video games

Consumer electronics 
or other high-tech 
equipment

Consumer electronics 
or other high-tech 
equipment
Books, DVDs, CDs or 
video games

75% of the most recent domestic and 63% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

53%

25%

22%

43%

37%

20%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

68.7 (EU/EEA 30: 72.0)
67.4 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

48% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

78%

slow delivery

73%

tracking not being available

67%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 34 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

4.2 of 5 (100% of highest performer)
19 400 m€
3 350 m
5.9%

40.6 items 
per capita 
(2017)*

2C
2B

* domestic and cross-border parcel and express items

0

10

20

30

40

50

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Deutsche Post / DHL
Hermes
DPD

Cross-border

Deutsche Post / DHL
DPD
Hermes

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Parcel locker or parcel box

90.6%
91.0%

13.5%
10.0%

10.4%
8.0%

> 90%

75%-85%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
No
No financing from carriers

Unemployment rate 2017
(% of population)

DE 3.8%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

1 427

18%

62%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
359 500 (2017)
183 679 (FTE, 2017)

Development of employment
4.0% (CAGR 2013-2017)
3.4% (CAGR 2014-2017)

4. Market developments

•

•

•

Major parcel & express carriers DPD, GLS, Hermes and DHL Parcel announced significant 2019 price increases for 
parcel delivery. All but DHL Parcel introduced peak season surcharges.
German carriers heavily invest in sorting and delivery capacities (in 2017, for example, DPD invested 90 million EUR, 
Hermes aorund 130 million EUR). 
Deutsche Post DHL sold its online marketplace 'Allyouneed' and looks for an investor for Streetscooter.

•

All carriers are challenged by labour and logistics shortages.

•

First carrier-agnostic parcel shop opened in Hamburg.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 35 
 
Country Fact Sheet - Greece

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 27 / 30% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

10.8 m
131 912 sqkm

GDP development (CAGR 2013-2017)

-0.4%

GDP per capita 
(2017, Purchasing Power Standard)

19 943 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

43.1 (EU-28: 62.6)
(53% of highest performer)
45.2 (EU-28: 50.5)
(60% of highest performer)
26.9 (EU-28: 40.1)
(44% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

4 430 m€
 411 € (EU-28:  921 €)
13.6%
2.5%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

EU-28
2017: 57%
2013: 47%

25%

2013

32%

2017

11%

2013

11%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

8%

11%

EU-28
2017: 18%
2013: 14%

2013

2017

4%

2013

7%

2017

EU-28
2017: 9%
2013: 7%

TOP3 countries in Europe sold to

Germany

United Kingdom

France

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

skroutz.gr
n.a.

ebay.com

xe.gr

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 36 
Highlights of WIK consumer survey

53% of online shoppers purchased goods in other countries

8%

45%

47%

only cross-border

domestic & cross-border

only domestic

24% of online shoppers bought twice or more times a month from domestic online stores and 
19% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

51%

      At least once per month

40%

19%

  Two to four times per month

15%

5%

More than five times per month

4%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

68% of the most recent domestic and 62% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

43%

32%

40%

38%

25%

22%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

69.3 (EU/EEA 30: 72.0)
68.9 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

62% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

83%

slow delivery

68%

risk that item may not arrive in time

68%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 37 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues
Volume (2017)

3.2 of 5 (69% of highest performer)
n.a.
45.1 m
18.3%

4.2 items 
per capita 
(2017)*

2C&2B

* domestic and cross-border inbound parcel and express items

0

1

2

3

4

5

Universal service provider's volume share in X2C parcel deliveries: <20%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

ACS Courier
Geniki Taxydromiki
ELTA Hellenic Post

Cross-border

ELTA Hellenic Post
DHL Express
Geniki Taxydromiki

TOP-3 delivery locations

Home

Place of work

Parcel shop, post office
or central collection depot

84.8%
82.0%

24.9%
20.0%

15.6%
15.0%

80%-90%

70%-80%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
Yes
Yes

Unemployment rate 2017
(% of population)

EL 21.5%

Minimum wage (per month in
Purchasing Power Standard)

EU-28 
7.6%

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 811

25%

65%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
14 400 (2017)
8 118 (2016)

Development of employment
1.1% (CAGR 2013-2017)
n.a.

4. Market developments

•

•

•

In Spring 2018, ACS launched two cross-border services particularly for e-retailers: EU Economy and Cyprus 
Economy.
For the EU Economy product which is much cheaper than the alternatives of express carriers. DPD and GLS 
cooperate with ACS to deliver parcels in Greece.
ACS has expanded its network of pick up points

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 38 
 
Country Fact Sheet - Hungary

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 15 / 65% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

9.8 m
93 013 sqkm

GDP development (CAGR 2013-2017)

4.9%

GDP per capita 
(2017, Purchasing Power Standard)

19 648 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

61.7 (EU-28: 62.6)
(76% of highest performer)
53.6 (EU-28: 50.5)
(71% of highest performer)
25.1 (EU-28: 40.1)
(41% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

1 470 m€
 150 € (EU-28:  921 €)
34.4%
1.2%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

29%

39%

EU-28
2017: 57%
2013: 47%

2013

2017

7%

2013

15%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

10%

13%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Austria

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

jofogas.hu
Cash-on-delivery

4%

2013

Slovakia

EU-28
2017: 9%
2013: 7%

6%

2017

Germany

arukereso.hu
Domestic bank credit 
card / debit card

ebay.com
Digital wallet (paypal, 
Alipay)

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 39 
Highlights of WIK consumer survey

59% of online shoppers purchased goods in other countries

7%

52%

41%

only cross-border

domestic & cross-border

only domestic

29% of online shoppers bought twice or more times a month from domestic online stores and 
29% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

58%

      At least once per month

53%

26%

  Two to four times per month

24%

3%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Consumer electronics 
or other high-tech 
equipment
Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

52% of the most recent domestic and 62% of the most recent cross-border purchases
 were delivered free of charge

Domestic

25%

27%

49%

45%

Cross-border

37%

17%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

59.6 (EU/EEA 30: 72.0)
71.5 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

67% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk that item may not arrive in time

risk and inconvience of returns

72%

71%

tracking not being available

66%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 40 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.42 of 5 (76% of highest performer)
 297 m€
 69 m
21.2%

7.0 items 
per capita 
(2017)

2C&2B

0

1

2

3

4

5

6

7

8

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
GLS
Magyar Posta
DPD

Cross-border

Magyar Posta
GLS
DHL Express

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Place of work

86.2%
86.0%

38.0%
33.0%

19.2%
17.0%

85%-95%

80%-90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
n.a.
Yes

Unemployment rate 2017
(% of population)

HU 4.2%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 720

12%

33%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
47 700 (2017)
28 273 (FTE, 2016)

Development of employment
2.3% (CAGR 2013-2017)
n.a.

4. Market developments

•

The Hungarian delivery market attracts investments from international carriers like UPS, DHL Express and GLS.

•

•

•

Magyar Post became partner of the DHL Parcel network in 2016.  The partnership drives the company to improve 
B2C delivery services to comply with the DHL Parcel Connect standard.
The DHL Parcel Connect standard includes Saturday delivery and standardized processes to shorten delivery and 
return times as well as services informing recipients on expected delivery time and date  of their orders, and a 
GLS expanded its GLS FlexDelivery Solution to Hungary that allows flexible delivery options (home delivery, parcel 
locker, parcel shops) not only for domestic but also for cross-border deliveries.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 41 
 
Country Fact Sheet - Iceland

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 19 / 55% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

0.3 m
102 775 sqkm

GDP development (CAGR 2013-2017)

16.0%

GDP per capita 
(2017, Purchasing Power Standard)

38 438 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

n.a.

n.a.

n.a.

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 312 m€
 922 € (EU-28:  921 €)
7.9%
1.5%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

56%

76%

EU-28
2017: 57%
2013: 47%

42%

63%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

China

United Kingdom

USA

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

24%

2013

EU-28
2017: 18%
2013: 14%

n.a.

2017

14%

2013

EU-28
2017: 9%
2013: 7%

n.a.

2017

TOP3 countries in Europe sold to

Germany

United Kingdom

Denmark

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

amazon.com
n.a.

aliexpress.com

ebay.com

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 42 
Highlights of WIK consumer survey

87% of online shoppers purchased goods in other countries

19%

68%

13%

only cross-border

domestic & cross-border

only domestic

23% of online shoppers bought twice or more times a month from domestic online stores and 
26% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

32%

      At least once per month

60%

16%

  Two to four times per month

20%

7%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Clothes and shoes

Furniture or homeware

Clothes and shoes

Books, DVDs, CDs or 
video games

72% of the most recent domestic and 66% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

53%

28%

19%

60%

33%

6%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

72.6 (EU/EEA 30: 72.0)
66.8 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

39% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

tracking not being available

100%

risk and inconvience of returns

100%

slow delivery

100%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 43 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2016)
Volume (2017)

3.23 of 5 (70% of highest performer)
 2 m€
1.2 m
16.3%

3.5 items 
per capita 
(2017)

2C&2B

0

0.5

1

1.5

2

2.5

3

3.5

4

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Pósturinn
DHL Express
Express ehf
Cross-border
Pósturinn
DHL Express
IceTransport ehf

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Parcel locker or parcel box

82.4%
71.0%

57.1%
48.0%

13.8%
8.0%

> 90%

> 90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
n.a.
n.a.
n.a.

Unemployment rate 2017
(% of population)

IS 2.8%

Minimum wage (per month in
Purchasing Power Standard)

No generally applicable
minimum wage

EU-28 
7.6%

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

n.a.

n.a.

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
1 500 (2017)
n.a.

Development of employment
5.7% (CAGR 2013-2017)
n.a.

4. Market developments

•

Iceland's national postal operator (Posturinn) is under financial pressure due to growing loss-making Chinese e-
commerce imports.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 44 
 
Country Fact Sheet - Ireland

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 11 / 70% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

4.8 m
70 601 sqkm

GDP development (CAGR 2013-2017)

13.2%

GDP per capita 
(2017, Purchasing Power Standard)

52 416 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

65.1 (EU-28: 62.6)
(80% of highest performer)
52.3 (EU-28: 50.5)
(70% of highest performer)
60.0 (EU-28: 40.1)
(98% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

6 760 m€
1 413 € (EU-28:  921 €)
10.1%
2.3%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

46%

53%

EU-28
2017: 57%
2013: 47%

2013

2017

26%

2013

TOP3 countries ordered from

United Kingdom

China

EU-28
2017: 24%
2013: 15%

39%

2017

USA

% of companies selling online 
(total)

30%

23%

EU-28
2017: 18%
2013: 14%

2013

2017

% of companies selling online 
(cross-border)

12%

2013

EU-28
2017: 9%
2013: 7%

17%

2017

France

TOP3 countries in Europe sold to

United Kingdom

Germany

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

argos.ie
Digital wallet (paypal, 
Alipay)

amazon.co.uk
Visa/Master card

tesco.ie
Domestic bank credit 
card / debit card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 45 
Highlights of WIK consumer survey

78% of online shoppers purchased goods in other countries

20%

58%

22%

only cross-border

domestic & cross-border

only domestic

32% of online shoppers bought twice or more times a month from domestic online stores and 
30% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

57%

      At least once per month

54%

27%

  Two to four times per month

24%

5%

More than five times per month

6%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

Consumer electronics 
or other high-tech 
equipment

59% of the most recent domestic and 51% of the most recent cross-border purchases
 were delivered free of charge

Domestic

38%

41%

Cross-border

32%

49%

21%

19%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

73.6 (EU/EEA 30: 72.0)
70.4 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

61% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

78%

69%

tracking not being available

67%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 46 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2015)

Revenues (2016)
Volume (2015)

3.51 of 5 (78% of highest performer)
 600 m€
 99 m
5.5%

21.2 items 
per capita 
(2015)

2C
2B

0

5

10

15

20

25

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
An Post
Fastway
DPD

Cross-border

An Post
DPD
Fastway

TOP-3 delivery locations

Home

Place of work

Parcel shop, post office
or central collection depot

89.7%
92.0%

15.5%
13.0%

13.6%
11.0%

75%-85%

75%-85%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
n.a.
n.a.
Yes, within USO

Unemployment rate 2017
(% of population)

IE 6.7%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

1 287

31%

44%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
14 800 (2017)
11 779 (2016)

Development of employment
-1.1% (CAGR 2013-2017)
n.a.

4. Market developments

•

Ireland is key e-commerce export market for British retailers and highly affected by the Brexit.

•

•

•

Consolidation in the Irish parcel & express market: UPS acquired Irish logistics firm Nightline (including its Parcel 
Motel service)
An Post improved its market position by  extending the delivery service to Saturdays in 2017 and introducing late-night 
cut-offs.
An Post became partner of the DHL Parcel network in 2017. The partnership drives the company to improve B2C 
delivery services to comply with the DHL Parcel Connect standard.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 47 
 
Country Fact Sheet - Italy

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 19 / 55% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

60.6 m
301 291 sqkm

GDP development (CAGR 2013-2017)

1.7%

GDP per capita 
(2017, Purchasing Power Standard)

28 377 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

52.8 (EU-28: 62.6)
(65% of highest performer)
37.4 (EU-28: 50.5)
(50% of highest performer)
36.8 (EU-28: 40.1)
(60% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

21 200 m€
 350 € (EU-28:  921 €)
16.9%
1.2%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

EU-28
2017: 57%
2013: 47%

20%

2013

32%

2017

7%

2013

15%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

EU-28
2017: 18%
2013: 14%

5%

2013

8%

2017

TOP3 countries in Europe sold to

Germany

4%

2013

France

EU-28
2017: 9%
2013: 7%

6%

2017

Netherlands

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

amazon.it
Digital wallet (paypal, 
Alipay)

zalando.it
Visa/Master card

apple.com
Stored value cards / 
Virtual cards / e-money

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 48 
Highlights of WIK consumer survey

44% of online shoppers purchased goods in other countries

5%

39%

56%

only cross-border

domestic & cross-border

only domestic

38% of online shoppers bought twice or more times a month from domestic online stores and 
28% of online shoppers twice or more times a month from foreign online stores

Domestic

68%

      At least once per month

Cross-border

49%

31%

  Two to four times per month

22%

7%

More than five times per month

6%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment

Consumer electronics 
or other high-tech 
equipment
Clothes and shoes

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

82% of the most recent domestic and 69% of the most recent cross-border purchases
 were delivered free of charge

Domestic

19%

52%

29%

Cross-border

32%

43%

26%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

70.2 (EU/EEA 30: 72.0)
62.0 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

48% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

76%

slow delivery

67%

risk that item may not arrive in time

65%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 49 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.74 of 5 (86% of highest performer)
3 122 m€
 360 m
10.6%

5.9 items 
per capita 
(2017)*

2
* domestic and cross-border inbound parcel and express items

0

1

3

4

5

6

7

2C&2B

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

BRT Corriere Espresso
Poste Italiane
GLS

Cross-border

Poste Italiane
DHL Express
BRT Corriere Espresso

TOP-3 delivery locations

Home

Place of work

Parcel shop, post office
or central collection depot

84.3%
86.0%

14.6%
14.0%

11.7%
9.0%

70%-80%

60%-70%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
Yes
Yes

Unemployment rate 2017
(% of population)

IT 11.2%

Minimum wage (per month in
Purchasing Power Standard)

No generally applicable
minimum wage

EU-28 
7.6%

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

35%

80%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
200 400 (2017)
138 000 (2017)

Development of employment
2.8% (CAGR 2013-2017)
-2.1% (CAGR 2015-2017)

4. Market developments

•

•

•

The Italian delivery market is highly fragmented with many carriers and well-developed parcel delivery services in the 
Northern part of Italy and significant service gaps in Southern Italy.
Poste Italiane signed a contract with Amazon in June 2018 that drives the parcel volume delivered by Poste Italiane 
and its express subsidiary SDA and promotes the roll-out of the 'Joint Delivery Model' in less populated areas.
Amazon expands logistics network in Italy and offers Prime Now in Milan (Amazon Flex) and drives the Italian delivery 
market to improve B2C e-commerce deliveries.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 50 
 
Country Fact Sheet - Latvia

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 24 / 45% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

2.0 m
65 519 sqkm

GDP development (CAGR 2013-2017)

4.1%

GDP per capita 
(2017, Purchasing Power Standard)

18 825 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

65.9 (EU-28: 62.6)
(81% of highest performer)
54.8 (EU-28: 50.5)
(73% of highest performer)
27.0 (EU-28: 40.1)
(44% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 257 m€
 132 € (EU-28:  921 €)
14.5%
1.0%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

32%

46%

EU-28
2017: 57%
2013: 47%

2013

2017

17%

2013

30%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

7%

2013

11%

2017

EU-28
2017: 18%
2013: 14%

TOP3 countries in Europe sold to

Lithuania

4%

2013

Estonia

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

aliexpress.com 
Visa/Master card

1a.lv 
Bank transfer

EU-28
2017: 9%
2013: 7%

5%

2017

Germany

ebay.com
Domestic bank credit 
card / debit card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 51 
Highlights of WIK consumer survey

39% of online shoppers purchased goods in other countries

15%

24%

61%

only cross-border

domestic & cross-border

only domestic

19% of online shoppers bought twice or more times a month from domestic online stores and 
27% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

37%

      At least once per month

50%

15%

  Two to four times per month

20%

4%

More than five times per month

7%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Consumer electronics 
or other high-tech 
equipment
Clothes and shoes

Clothes and shoes

Furniture or homeware

Consumer electronics 
or other high-tech 
equipment

Furniture or homeware

61% of the most recent domestic and 64% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

35%

39%

47%

36%

26%

17%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

69.3 (EU/EEA 30: 72.0)
69.7 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

66% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

79%

71%

slow delivery

66%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 52 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues
Volume (2017)

2.81 of 5 (57% of highest performer)
n.a.
9.0 m
16.4%

4.6 items 
per capita 
(2017)

2C&2B

0

1

2

3

4

5

Universal service provider's volume share in X2C parcel deliveries: <20%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
Omniva
Latvijas Pastu
DHL Express

Cross-border

Latvijas Pastu
DHL Express
Omniva

TOP-3 delivery locations

Home

Parcel locker or parcel box

Parcel shop, post office
or central collection depot

65.2%
59.0%

45.3%
48.0%

35.7%
45.0%

> 90%

85%-95%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
Yes
Yes
Yes

Unemployment rate 2017
(% of population)

LV 8.7%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 594

13%

34%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
5 700 (2017)
n.a.

Development of employment
8.6% (CAGR 2013-2017)
n.a.

4. Market developments

•

Omniva (Estonia) is a leading provider of parcel lockers in the Baltic countries.

•

Posti/Itella cooperates with the European parcel networks DHL Parcel and GLS in the Baltic countries.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 53 
 
Country Fact Sheet - Lithuania

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 26 / 35% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

2.8 m
65 412 sqkm

GDP development (CAGR 2013-2017)

4.6%

GDP per capita 
(2017, Purchasing Power Standard)

21 925 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

64.9 (EU-28: 62.6)
(80% of highest performer)
56.8 (EU-28: 50.5)
(76% of highest performer)
47.5 (EU-28: 40.1)
(77% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 461 m€
 162 € (EU-28:  921 €)
12.5%
1.1%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

26%

2013

38%

2017

EU-28
2017: 57%
2013: 47%

11%

2013

20%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

20%

22%

EU-28
2017: 18%
2013: 14%

% of companies selling online 
(cross-border)

11%

13%

EU-28
2017: 9%
2013: 7%

2013

2017

TOP3 countries in Europe sold to

Latvia

2013

Germany

2017

Poland

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

skelbiu.lt 
BankLink (local 
payment method)

aliexpress.com
Visa/Master card

pigu.lt
Cash-on-delivery

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 54 
Highlights of WIK consumer survey

47% of online shoppers purchased goods in other countries

8%

39%

53%

only cross-border

domestic & cross-border

only domestic

21% of online shoppers bought twice or more times a month from domestic online stores and 
38% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

41%

      At least once per month

50%

19%

  Two to four times per month

28%

2%

More than five times per month

10%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Consumer electronics 
or other high-tech 
equipment
Clothes and shoes

Clothes and shoes

Furniture or homeware

Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

60% of the most recent domestic and 71% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

38%

40%

58%

29%

13%

22%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

69.4 (EU/EEA 30: 72.0)
75.2 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

66% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

77%

74%

slow delivery

58%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 55 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.02 of 5 (63% of highest performer)
 83 m€
13.5 m
14.4%

4.7 items 
per capita 
(2017)

2C&2B

0

1

2

3

4

5

Universal service provider's volume share in X2C parcel deliveries: <20%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
DPD
Lietuvos paštas
Omniva

Cross-border

Lietuvos paštas
DPD
DHL Express

TOP-3 delivery locations

Home

Parcel locker or parcel box

Parcel shop, post office
or central collection depot

84.3%
78.0%

41.1%
34.0%

39.7%
41.0%

75%-85%

80%-90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
n.a.
n.a.
Yes

Unemployment rate 2017
(% of population)

LT 7.1%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 619

10%

15%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
5 800 (2017)
4 737 (FTE, 2016)

Development of employment
-9.4% (CAGR 2013-2017)
2.0% (CAGR 2014-2016)

4. Market developments

•

Omniva (Estonia) is a leading provider of parcel lockers in the Baltic countries.

•

Posti/Itella cooperates with the European parcel networks DHL Parcel and GLS in the Baltic countries.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 56 
 
Country Fact Sheet - Luxembourg

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 6 / 85% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

0.6 m
2 595 sqkm

GDP development (CAGR 2013-2017)

4.5%

GDP per capita 
(2017, Purchasing Power Standard)

76 538 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

80.1 (EU-28: 62.6)
(99% of highest performer)
65.9 (EU-28: 50.5)
(88% of highest performer)
33.2 (EU-28: 40.1)
(54% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 730 m€
1 236 € (EU-28:  921 €)
12.2%
1.3%

% of individuals purchasing online 
(total)

70%

80%

EU-28
2017: 57%
2013: 47%

% of individuals purchasing online 
(cross-border)
79%

66%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

Germany

France

United Kingdom

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

16%

8%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Belgium

11%

2013

France

EU-28
2017: 9%
2013: 7%

8%

2017

Germany

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

amazon.de
n.a.

amazon.fr

ebay.de

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 57 
Highlights of WIK consumer survey

84% of online shoppers purchased goods in other countries

64%

19%

16%

only cross-border

domestic & cross-border

only domestic

38% of online shoppers bought twice or more times a month from domestic online stores and 
50% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

52%

      At least once per month

68%

29%

  Two to four times per month

39%

9%

More than five times per month

11%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

57% of the most recent domestic and 70% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

48%

43%

58%

31%

12%

9%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

70.8 (EU/EEA 30: 72.0)
65.4 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

28% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

availability of convient delivery options

59%

risk of failed delivery

59%

risk that item may not arrive in time

51%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 58 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2016-2017)

Revenues
Volume (2017)

3.63 of 5 (82% of highest performer)
n.a.
7.2 m
12.0%

12.2 items 
per capita 
(2017)

2C&2B

0

2

4

6

8

10

12

14

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

POST Luxembourg
DPD
DHL

Cross-border

DHL
POST Luxembourg
DPD

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Parcel locker or parcel box

80.5%
80.0%

27.5%
28.0%

24.7%
27.0%

> 90%

> 90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
Yes
Yes
Yes

Unemployment rate 2017
(% of population)

LU 5.6%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

1 575

41%

50%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
1 300 (2013)
4 371 (2017)

Development of employment
n.a.
2.5% (CAGR 2013-2017)

4. Market developments

•

•

•

Post Luxembourg benefits from e-commerce-driven growth in parcel deliveries and joins DHL Parcel European 
network in 2018.
Parcel growth is also driven by Post Luxembourg's strategy to become a logistics partner for Asian e-commerce 
companies ("gateway for parcel delivery in Europe").
Post Luxembourg has successfully launched a collection service for  for parcels from a German office in Trier 
('PackUp Import').

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 59 
 
Country Fact Sheet - Malta

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 24 / 45% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

0.5 m
 315 sqkm

GDP development (CAGR 2013-2017)

9.8%

GDP per capita 
(2017, Purchasing Power Standard)

27 755 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

73.1 (EU-28: 62.6)
(90% of highest performer)
63.3 (EU-28: 50.5)
(84% of highest performer)
38.9 (EU-28: 40.1)
(63% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 40 m€
 86 € (EU-28:  921 €)
12.2%
0.4%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

46%

52%

EU-28
2017: 57%
2013: 47%

45%

50%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

United Kingdom

China

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

11%

17%

EU-28
2017: 18%
2013: 14%

13%

11%

EU-28
2017: 9%
2013: 7%

2013

2017

2013

2017

TOP3 countries in Europe sold to

United Kingdom

Italy

Germany

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

ebay.co.uk 
n.a.

ebay.com

amazon.co.uk

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 60 
Highlights of WIK consumer survey

75% of online shoppers purchased goods in other countries

52%

23%

25%

only cross-border

domestic & cross-border

only domestic

30% of online shoppers bought twice or more times a month from domestic online stores and 
30% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

49%

      At least once per month

63%

21%

  Two to four times per month

29%

9%

More than five times per month

1%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

77% of the most recent domestic and 50% of the most recent cross-border purchases
 were delivered free of charge

Domestic

23%

Cross-border

65%

12%

36%

14%

50%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

80.7 (EU/EEA 30: 72.0)
74.3 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

42% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk that item may not arrive in time

tracking not being available

68%

67%

slow delivery

66%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 61 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues
Volume (2017)

2.81 of 5 (57% of highest performer)
n.a.
0.5 m
10.3%

1.1 items 
per capita 
(2017)

2C&2B

0

0.2

0.4

0.6

0.8

1

1.2

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Malta Post
DHL
Premiere Post

Cross-border
Malta Post
DHL

TOP-3 delivery locations

Home

Place of work

Parcel locker or parcel box

76.9%
82.0%

30.2%
24.0%

9.6%
5.0%

> 90%

> 90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
No compensation fund  
Yes

Unemployment rate 2017
(% of population)

MT 4.0%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 909

51%

61%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
 900 (2017)
n.a.

Development of employment
0.0% (CAGR 2013-2017)
n.a.

4. Market developments

•

•

•

In 2016 and 2017 Malta Post set up hubs in Germany, Italy, UK as well as in China and USA to facilitate cross-border 
shopping of Maltese consumers under the brand 'SendOn'.
SendOn' allows Maltese consumers to purchase from e-retailers that do not ship to Malta (provision of an alternative 
local delivery address).
Malta Post extends 'Easipik' parcel locker delivery service to all customers 24/7 (not only to customers using the 
'SendOn' service).

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 62 
Country Fact Sheet - Norway

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 8 / 80% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

5.3 m
385 203 sqkm

GDP development (CAGR 2013-2017)

-2.8%

GDP per capita 
(2017, Purchasing Power Standard)

43 483 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

n.a.

n.a.

n.a.

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

10 480 m€
1 993 € (EU-28:  921 €)
11.6%
3.0%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

73%

77%

EU-28
2017: 57%
2013: 47%

36%

43%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

China

United Kingdom

USA

% of companies selling online 
(total)

29%

25%

EU-28
2017: 18%
2013: 14%

2013

2017

% of companies selling online 
(cross-border)

6%

2013

6%

2017

EU-28
2017: 9%
2013: 7%

TOP3 countries in Europe sold to

Sweden

United Kingdom

Germany

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

komplett.no
n.a.

kolonial.no

coop.no

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 63 
Highlights of WIK consumer survey

52% of online shoppers purchased goods in other countries

10%

42%

48%

only cross-border

domestic & cross-border

only domestic

20% of online shoppers bought twice or more times a month from domestic online stores and 
15% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

42%

      At least once per month

40%

17%

  Two to four times per month

14%

3%

More than five times per month

1%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

67% of the most recent domestic and 57% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

48%

33%

20%

43%

44%

14%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

73.5 (EU/EEA 30: 72.0)
72.6 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

45% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

71%

56%

slow delivery

55%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 64 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2016-2017)

Revenues
Volume (2017)

3.7 of 5 (84% of highest performer)
n.a.
 56 m
-1.1%

10.6 items 
per capita 
(2017)

2C&2B

0

2

4

6

8

10

12

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

PostNord
Posten Norge
Bring

Cross-border

Posten Norge
PostNord
DHL Express

TOP-3 delivery locations

Parcel shop, post office
or central collection depot

Home

Retailer's stores

75.1%
86.0%

66.9%
51.0%

10.9%
7.0%

> 90%

75%-85%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
No
No compensation fund  
Yes, within USO

Unemployment rate 2017
(% of population)

NO 4.2%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

No generally applicable
minimum wage

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

52%

70%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
18 500 (2017)
17 674 (FTE, 2017)

Development of employment
-0.3% (CAGR 2013-2017)
-1.8% (CAGR 2013-2017)

4. Market developments

•

Posten / Bring joined the DHL Parcel European network for deliveries in Norway and Denmark in 2016.

•

There is emerging competition in B2C parcel delivery from press distribution services (e.g. Helthjem in Norway).

•

The Nordics are famous for their development of postal pick-up/drop-off (PUDO) points and the move away from ‘to 
door’ deliveries. 

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 65 
Country Fact Sheet - Poland

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 11 / 70% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

38.0 m
313 851 sqkm

GDP development (CAGR 2013-2017)

4.2%

GDP per capita 
(2017, Purchasing Power Standard)

20 182 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

58.8 (EU-28: 62.6)
(72% of highest performer)
42.1 (EU-28: 50.5)
(56% of highest performer)
23.5 (EU-28: 40.1)
(38% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

6 670 m€
 176 € (EU-28:  921 €)
13.8%
1.4%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

32%

45%

EU-28
2017: 57%
2013: 47%

2013

2017

3%

2013

6%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

Germany

United Kingdom

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

9%

10%

EU-28
2017: 18%
2013: 14%

2013

2017

4%

2013

4%

2017

EU-28
2017: 9%
2013: 7%

TOP3 countries in Europe sold to

Germany

Czech Republic

France

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

allegro.pl 
Bank transfer

olx.pl 
Payu (local payment 
method)

ceneo.pl 
Przelewy24 (local 
payment method)

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 66 
Highlights of WIK consumer survey

31% of online shoppers purchased goods in other countries

2%

29%

69%

only cross-border

domestic & cross-border

only domestic

45% of online shoppers bought twice or more times a month from domestic online stores and 
40% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

74%

      At least once per month

54%

38%

  Two to four times per month

31%

7%

More than five times per month

9%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

54% of the most recent domestic and 68% of the most recent cross-border purchases
 were delivered free of charge

Domestic

33%

21%

46%

49%

Cross-border

31%

19%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

74.9 (EU/EEA 30: 72.0)
68.9 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

62% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

82%

slow delivery

73%

risk that item may not arrive in time

64%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 67 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.54 of 5 (79% of highest performer)
1 012 m€
 334 m
14.7%

8.8 items 
per capita 
(2017)

2C&2B

0

2

4

6

8

10

Universal service provider's volume share in X2C parcel deliveries: <20%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
InPost
Poczta Polska / Pocztex
DPD Poland
Cross-border

Poczta Polska / Pocztex
UPS
FedEx

TOP-3 delivery locations

Home

Parcel locker or parcel box

Parcel shop, post office
or central collection depot

81.5%
85.0%

45.4%
46.0%

20.9%
25.0%

55%-65%

60%-70%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
Yes
No financing from carriers

Unemployment rate 2017
(% of population)

PL 4.9%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 878

15%

10-15%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
110 400 (2017)
n.a.

Development of employment
-5.0% (CAGR 2013-2017)
n.a.

4. Market developments

•

•

•

•

The Polish delivery market is very competitive with many carriers, parcel brokers and specific shipping platforms that 
offer dedicated delivery and return services for e-retailers.
The Polish e-commerce market is relatively 'closed'. Cross-border e-commerce purchases and sales play a very small 
role in the Polish e-commerce market.
Allegro, the most important Polish online marketplace has launched Allegro Smart!, a subscription service for free 
deliveries and returns to PUDOs for eligible products and  a minimum basket value of PLN 40.
InPost started the roll-out of parcel lockers in Poland in 2009. Today, InPost operates its lockers in over 20 countries 
(incl. France and the UK) and InPost's lockers have been installed by postal operators (e.g. in Italy).

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 68 
 
Country Fact Sheet - Portugal

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 19 / 55% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

10.3 m
88 847 sqkm

GDP development (CAGR 2013-2017)

3.2%

GDP per capita 
(2017, Purchasing Power Standard)

22 649 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

67.4 (EU-28: 62.6)
(83% of highest performer)
46.3 (EU-28: 50.5)
(62% of highest performer)
41.9 (EU-28: 40.1)
(68% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

4 600 m€
 446 € (EU-28:  921 €)
15.0%
2.4%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

EU-28
2017: 57%
2013: 47%

25%

2013

34%

2017

12%

2013

20%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

Spain

United Kingdom

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

14%

18%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Spain

6%

2013

France

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

amazon.com
Digital wallet (paypal, 
Alipay)

worten.pt
Multibanco (local 
pament method)

EU-28
2017: 9%
2013: 7%

8%

2017

Germany

laredoute.pt
Cash-on-delivery

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 69 
Highlights of WIK consumer survey

58% of online shoppers purchased goods in other countries

19%

38%

42%

only cross-border

domestic & cross-border

only domestic

24% of online shoppers bought twice or more times a month from domestic online stores and 
27% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

51%

      At least once per month

53%

20%

  Two to four times per month

22%

4%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment

Consumer electronics 
or other high-tech 
equipment
Clothes and shoes

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

69% of the most recent domestic and 63% of the most recent cross-border purchases
 were delivered free of charge

Domestic

31%

44%

Cross-border

44%

38%

26%

19%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

72.4 (EU/EEA 30: 72.0)
66.3 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

61% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

77%

71%

slow delivery

65%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 70 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2016)
Volume (2017)

3.64 of 5 (83% of highest performer)
 161 m€
40.1 m
-0.4%

3.9 items 
per capita 
(2017)

2C&2B

0

1

2

3

4

5

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

CTT Correios
Chronopost
CTT Expresso

Cross-border

CTT Correios / CTT Express
DHL
Seur

TOP-3 delivery locations

Home

Place of work

Parcel shop, post office
or central collection depot

83.2%
83.0%

21.1%
20.0%

16.6%
17.0%

85%-95%

80%-90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
Yes
Yes
Yes

Unemployment rate 2017
(% of population)

PT 9.0%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 795

19%

92%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
16 600 (2017)
11 708 (2017)

Development of employment
-2.1% (CAGR 2013-2017)
0.9% (CAGR 2013-2017)

4. Market developments

•

•

The Spanish and the Portuguese delivery markets are closely related to each other with the same carriers active in 
both markets (e.g. MRW, SEUR, DHL Parcel Iberia)
In 2017, DHL Parcel Iberia has been launched by splitting DHL Express Iberia into two roughly equally-sized 
businesses. DHL Parcel Iberia focuses on B2C e-commerce deliveries in Spain and Portugal. 

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 71 
 
Country Fact Sheet - Romania

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 30 / 25% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

19.6 m
239 068 sqkm

GDP development (CAGR 2013-2017)

6.8%

GDP per capita 
(2017, Purchasing Power Standard)

16 976 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

58.1 (EU-28: 62.6)
(72% of highest performer)
35.0 (EU-28: 50.5)
(47% of highest performer)
17.8 (EU-28: 40.1)
(29% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

2 800 m€
 143 € (EU-28:  921 €)
28.1%
1.5%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

EU-28
2017: 57%
2013: 47%

8%

2013

16%

2017

1%

2013

3%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

EU-28
2017: 18%
2013: 14%

9%

8%

2013

2017

4%

2013

2%

2017

EU-28
2017: 9%
2013: 7%

TOP3 countries in Europe sold to

Germany

Italy

France

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

olx.ro
Cash-on-delivery

emag.ro
Visa/Master card

aliexpress.com
Domestic bank credit 
card / debit card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 72 
Highlights of WIK consumer survey

40% of online shoppers purchased goods in other countries

4%

36%

60%

only cross-border

domestic & cross-border

only domestic

23% of online shoppers bought twice or more times a month from domestic online stores and 
18% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

52%

      At least once per month

43%

21%

  Two to four times per month

15%

2%

More than five times per month

3%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Furniture or homeware

65% of the most recent domestic and 68% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

41%

35%

42%

32%

24%

26%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

71.1 (EU/EEA 30: 72.0)
68.2 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

71% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

85%

74%

slow delivery

67%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 73 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2014-2017)

Revenues (2017)
Volume (2017)

3.12 of 5 (66% of highest performer)
 450 m€
 79 m
8.4%

4.0 items 
per capita 
(2017)

2C&2B

0

1

2

3

4

5

Universal service provider's volume share in X2C parcel deliveries: <20%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
GLS
Poșta Română
DPD Română

Cross-border

Poșta Română
DHL Express
GLS

TOP-3 delivery locations

Home

Place of work

Parcel shop, post office
or central collection depot

90.4%
89.0%

30.5%
28.0%

21.3%
21.0%

70%-80%

75%-85%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
Yes
Yes
Yes, within USO

Unemployment rate 2017
(% of population)

RO 4.9%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 796

33%

36%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
40 800 (2017)
25 270 (2016)

Development of employment
-3.0% (CAGR 2013-2017)
-2.7% (CAGR 2013-2016)

4. Market developments

•

•

The Romanian parcel market is dynamically growing. The biggest player in the Romanian parcel market, FAN Courier 
is heavily investing in its network and has recently launched parcel lockers (eBOX) in cooperation with KEBA.
DPD Romania introduced a new international service called "DPD Express Regional" for better and quicker delivery 
services from Romania to Bulgaria, Hungary and Greece.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 74 
 
Country Fact Sheet - Slovakia

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 19 / 55% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

5.4 m
49 035 sqkm

GDP development (CAGR 2013-2017)

3.5%

GDP per capita 
(2017, Purchasing Power Standard)

22 457 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

55.1 (EU-28: 62.6)
(68% of highest performer)
51.3 (EU-28: 50.5)
(68% of highest performer)
37.4 (EU-28: 40.1)
(61% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 676 m€
 124 € (EU-28:  921 €)
12.5%
0.8%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

44%

59%

EU-28
2017: 57%
2013: 47%

2013

2017

18%

2013

26%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

Czech Republic

United Kingdom

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

18%

15%

EU-28
2017: 18%
2013: 14%

9%

8%

EU-28
2017: 9%
2013: 7%

2013

2017

2013

2017

TOP3 countries in Europe sold to

Czech Republic

Austria

Germany

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

bazos.sk
Cash-on-delivery

heureka.sk
Bank transfer

alza.sk
Visa/Master card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 75 
Highlights of WIK consumer survey

45% of online shoppers purchased goods in other countries

7%

37%

55%

only cross-border

domestic & cross-border

only domestic

25% of online shoppers bought twice or more times a month from domestic online stores and 
26% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

57%

      At least once per month

45%

22%

  Two to four times per month

21%

3%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

54% of the most recent domestic and 58% of the most recent cross-border purchases
 were delivered free of charge

Domestic

25%

Cross-border

46%

40%

42%

29%

18%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

74.1 (EU/EEA 30: 72.0)
57.9 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

68% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

availability of convient delivery options

82%

70%

67%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 76 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues
Volume (2017)

3.03 of 5 (63% of highest performer)
n.a.
 51 m
14.2%

9.4 items 
per capita 
(2017)

2C&2B

0

2

4

6

8

10

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Slovenská pošta
DPD
DHL Express

Cross-border

Slovenská pošta
DHL Express
DPD

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Place of work

86.0%
90.0%

26.3%
26.0%

25.0%
20.0%

70%-80%

80%-90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
Yes
Yes
No financing from carriers

Unemployment rate 2017
(% of population)

SK 8.1%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 694

17%

35%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
25 500 (2017)
13 446 (2016)

Development of employment
4.1% (CAGR 2013-2017)
-0.5% (CAGR 2013-2016)

4. Market developments

•

Czechia's and Slovakia's delivery markets are closely connected as well as both e-commerce markets.

•

DHL Parcel launched a new parcel carrier in Slovakia as delivery partner for the DHL Parcel Connect.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 77 
 
Country Fact Sheet - Slovenia

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 11 / 70% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

2.1 m
20 277 sqkm

GDP development (CAGR 2013-2017)

4.5%

GDP per capita 
(2017, Purchasing Power Standard)

24 057 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

60.3 (EU-28: 62.6)
(74% of highest performer)
44.9 (EU-28: 50.5)
(60% of highest performer)
47.9 (EU-28: 40.1)
(78% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

 266 m€
 129 € (EU-28:  921 €)
13.7%
0.6%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

36%

46%

EU-28
2017: 57%
2013: 47%

2013

2017

17%

2013

27%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

Germany

United Kingdom

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

11%

18%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Austria

6%

2013

Croatia

TOP 3 E-retailers (by site-visits)
TOP 3 Payment methods

bolha.com 
Cash-on-delivery

mimovrste.com 
Visa/Master card

12%

EU-28
2017: 9%
2013: 7%

2017

Germany

aliexpress.com 
Digital wallet (paypal, 
Alipay)

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 78 
Highlights of WIK consumer survey

56% of online shoppers purchased goods in other countries

10%

46%

44%

only cross-border

domestic & cross-border

only domestic

21% of online shoppers bought twice or more times a month from domestic online stores and 
30% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

47%

      At least once per month

51%

17%

  Two to four times per month

23%

4%

More than five times per month

6%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Consumer electronics 
or other high-tech 
equipment
Clothes and shoes

Clothes and shoes

Furniture or homeware

Consumer electronics 
or other high-tech 
equipment

Furniture or homeware

60% of the most recent domestic and 70% of the most recent cross-border purchases
 were delivered free of charge

Domestic

Cross-border

44%

40%

55%

30%

15%

16%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

72.4 (EU/EEA 30: 72.0)
71.1 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

58% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

86%

68%

tracking not being available

60%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 79 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2016)

Revenues
Volume (2016)

3.31 of 5 (72% of highest performer)
n.a.
17.2 m
11.8%

8.3 items 
per capita 
(2016)

2C&2B

0

2

4

6

8

10

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Pošta Slovenjie
GLS
DPD

Cross-border

Pošta Slovenjie
DPD
GLS

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Place of work

91.8%
93.0%

33.9%
21.0%

23.6%
13.0%

> 90%

80%-90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 10kg
Yes
n.a.
Yes, within USO

Unemployment rate 2017
(% of population)

SI 6.6%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 988

27%

90%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
7 600 (2017)
5 822 (FTE, 2017)

Development of employment
0.0% (CAGR 2013-2017)
-0.5% (CAGR 2013-2017)

4. Market developments

•

•

Posta Slovenije joined the DHL Parcel network in 2016. The partnership drives the company to improve B2C delivery 
services to comply with the DHL Parcel Connect standard.
DPD and GLS, both, are very active carriers in B2C delivery services in Slovenia with a dedicated network of parcel 
lockers (GLS) and parcel shops.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 80 
 
Country Fact Sheet - Spain

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 17 / 60% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

46.5 m
498 504 sqkm

GDP development (CAGR 2013-2017)

3.2%

GDP per capita 
(2017, Purchasing Power Standard)

26 750 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

64.7 (EU-28: 62.6)
(80% of highest performer)
49.4 (EU-28: 50.5)
(66% of highest performer)
49.8 (EU-28: 40.1)
(81% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

23 910 m€
 514 € (EU-28:  921 €)
17.8%
2.1%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

32%

50%

EU-28
2017: 57%
2013: 47%

2013

2017

14%

2013

27%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

United Kingdom

Germany

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

13%

20%

EU-28
2017: 18%
2013: 14%

2013

2017

TOP3 countries in Europe sold to

Germany

5%

2013

France

EU-28
2017: 9%
2013: 7%

7%

2017

United Kingdom

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

amazon.es
Digital wallet (paypal, 
Alipay)

elcorteingles.es
Visa/Master card

pccomponents.com
Domestic bank credit 
card / debit card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 81 
Highlights of WIK consumer survey

54% of online shoppers purchased goods in other countries

7%

47%

46%

only cross-border

domestic & cross-border

only domestic

38% of online shoppers bought twice or more times a month from domestic online stores and 
35% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

67%

      At least once per month

56%

31%

  Two to four times per month

28%

7%

More than five times per month

6%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

77% of the most recent domestic and 70% of the most recent cross-border purchases
 were delivered free of charge

Domestic

23%

Cross-border

30%

41%

42%

36%

28%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

74.7 (EU/EEA 30: 72.0)
66.4 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

69% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

89%

slow delivery

84%

risk that item may not arrive in time

81%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 82 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.83 of 5 (88% of highest performer)
2 714 m€
 459 m
15.9%

9.9 items 
per capita 
(2017)

2C&2B

0

2

4

6

8

10

12

Universal service provider's volume share in X2C parcel deliveries: 20-50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
SEUR
MRW
Correos
Cross-border
Correos
SEUR
DHL

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Place of work

88.0%
89.0%

21.5%
20.0%

13.7%
12.0%

65%-75%

60%-70%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
Yes
Yes
No financing from carriers

Unemployment rate 2017
(% of population)

ES 17.2%

Minimum wage (per month in
Purchasing Power Standard)

EU-28 
7.6%

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

 930

19%

70%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
109 400 (2017)
52 476 (FTE, 2017)

Development of employment
3.0% (CAGR 2013-2017)
-1.0% (CAGR 2013-2017)

4. Market developments

•

•

•

•

Consolidation in the Spanish parcel & express market: GLS integrated ASM and acquired the express parcels delivery 
company Redyser Transporte in February 2018.
Amazon is affecting the Spanish delivery market by launching own parcel delivery services in big Spanish cities 
(Barcelona, Madrid, Sevilla and Valencia).
In 2017, SEUR launched a city logistics concept in Madrid and Barcelona with ‘micro-depots’. Deliveries are made by 
part-time couriers working for crowdsourced delivery firm Stuart, a 100% La Poste subsidiary.
Citibox offers carrier-agnostic parcel locker services (start-up founded in 2015 that offers a smart solution for e-
commerce deliveries).

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 83 
 
Country Fact Sheet - Sweden

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 6 / 85% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

10.0 m
449 896 sqkm

GDP development (CAGR 2013-2017)

2.3%

GDP per capita 
(2017, Purchasing Power Standard)

36 097 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

76.0 (EU-28: 62.6)
(94% of highest performer)
73.4 (EU-28: 50.5)
(98% of highest performer)
56.4 (EU-28: 40.1)
(92% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

14 500 m€
1 451 € (EU-28:  921 €)
16.0%
3.0%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

73%

81%

EU-28
2017: 57%
2013: 47%

29%

33%

EU-28
2017: 24%
2013: 15%

2013

2017

2013

2017

TOP3 countries ordered from

China

Germany

United Kingdom

% of companies selling online 
(total)

29%

24%

EU-28
2017: 18%
2013: 14%

% of companies selling online 
(cross-border)

8%

10%

EU-28
2017: 9%
2013: 7%

2013

2017

TOP3 countries in Europe sold to

Denmark

2013

Germany

2017

Finland

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

netonnet.se
n.a.

elgiganten.se

webhallen.com

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 84 
Highlights of WIK consumer survey

50% of online shoppers purchased goods in other countries

6%

44%

50%

only cross-border

domestic & cross-border

only domestic

31% of online shoppers bought twice or more times a month from domestic online stores and 
24% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

60%

      At least once per month

36%

26%

  Two to four times per month

19%

5%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

76% of the most recent domestic and 52% of the most recent cross-border purchases
 were delivered free of charge

Domestic

24%

52%

Cross-border

30%

48%

24%

22%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

70.9 (EU/EEA 30: 72.0)
69.5 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

55% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

tracking not being available

risk that item may not arrive in time

79%

61%

59%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 85 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2016)
Volume (2017)

4.05 of 5 (95% of highest performer)
4 400 m€
 113 m
8.3%

11.3 items 
per capita 
(2017)

2C&2B

0

2

4

6

8

10

12

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

PostNord
DB Schenker
DHL

Cross-border
PostNord
DHL
DB Schenker

TOP-3 delivery locations

Parcel shop, post office
or central collection depot

Home

Retailer's stores

78.8%
89.0%

67.5%
45.0%

9.8%
6.0%

> 90%

80%-90%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
No
No compensation fund  
No financing from carriers

Unemployment rate 2017
(% of population)

SE 6.7%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

No generally applicable
minimum wage

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

70%

88%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
33 500 (2017)
19 550 (FTE, 2017)

Development of employment
-3.4% (CAGR 2013-2017)
-4.7% (CAGR 2013-2017)

4. Market developments

•

•

•

•

Since March 2018, Sweden collects VAT of up to 25% for shipments with a value of less than EUR 22 from countries 
outside the EU. In addition, PostNord has introduced a handling fee of SEK 75 for packages with a declared value of 
PostNord made a deal with the Chinese shopping app Wish: Swedes using Wish are not burdened with the VAT 
payment or PostNord's  handling fee after the arrival of the shipments in Sweden. These charges are handled by Wish 
Consolidation in the Swedish parcel market: Bring acquires part of Bussgods in 2014 to get access to 600 pick-up 
points/parcel shops for B2C packages.
The Nordics are famous for their development of postal pick-up/drop-off (PUDO) points but Swedish consumers 
increasingly prefer home delivery.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 86 
Country Fact Sheet - Netherlands

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 1 / 100% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

17.1 m
37 824 sqkm

GDP development (CAGR 2013-2017)

2.9%

GDP per capita 
(2017, Purchasing Power Standard)

37 610 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

81.1 (EU-28: 62.6)
(100% of highest performer)
66.5 (EU-28: 50.5)
(89% of highest performer)
52.3 (EU-28: 40.1)
(85% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

22 500 m€
1 317 € (EU-28:  921 €)
15.0%
3.1%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

69%

79%

EU-28
2017: 57%
2013: 47%

2013

2017

20%

2013

36%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

Germany

United Kingdom

% of companies selling online 
(total)

% of companies selling online 
(cross-border)

13%

16%

EU-28
2017: 18%
2013: 14%

9%

12%

EU-28
2017: 9%
2013: 7%

2013

2017

TOP3 countries in Europe sold to

Belgium

2013

Germany

2017

France

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

bol.com
iDEAL (local payment 
method)

coolblue.nl
Digital wallet (paypal, 
Alipay)

zalando.nl
Acceptgiro (local 
payment method)

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 87 
Highlights of WIK consumer survey

33% of online shoppers purchased goods in other countries

3%

29%

67%

only cross-border

domestic & cross-border

only domestic

31% of online shoppers bought twice or more times a month from domestic online stores and 
22% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

61%

      At least once per month

45%

26%

  Two to four times per month

17%

5%

More than five times per month

5%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

72% of the most recent domestic and 62% of the most recent cross-border purchases
 were delivered free of charge

Domestic

28%

45%

Cross-border

43%

38%

28%

19%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

69.0 (EU/EEA 30: 72.0)
71.3 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

51% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

74%

60%

tracking not being available

59%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 88 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

4.02 of 5 (94% of highest performer)
2 130 m€
 420 m
14.5%

24.6 items 
per capita 
(2017)

2C
2B

0

5

10

15

20

25

30

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic
PostNL
DHL
DPD

Cross-border

PostNL
DHL
DPD

TOP-3 delivery locations

Home

Parcel shop, post office
or central collection depot

Neighbour's home

88.7%
91.0%

26.0%
20.0%

12.0%
8.0%

> 90%

85%-95%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 20kg
No
No compensation fund  
Yes

Unemployment rate 2017
(% of population)

NL 4.9%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

1 420

20%

81%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
63 000 (2017)
25 279 (FTE, 2017)

Development of employment
-1.5% (CAGR 2013-2017)
-5.0% (CAGR 2013-2017)

4. Market developments

•

Belgian and Dutch delivery markets are growing together, with PostNL active in both countries.

•

•

•

The Dutch delivery market is very innovative with many start-ups like the e-food seller Picnic and attracts significant 
investments from DHL Parcel, DPD and GLS.
PostNL is the strongest player in the Dutch B2C delivery market with a wide range of delivery times and options and 
close relations to Dutch e-retailers.
DPD launches a ParcelLetter service for consumers and SME, a low cost delivery solution for small and light-weight 
merchandise (pilot only in the Netherlands).

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 89 
Country Fact Sheet - United Kingdom

Assessment of market performance - WIK Delivery Market Performance Index

Total
Delivery quality
Competitive landscape
USP performance
State of e-commerce

Rank 2 / 95% of highest performer

= 1,

= 2,

= 3,

= 4,

= 5

1. Country facts

Population (2017)
Country size

65.8 m
247 763 sqkm

GDP development (CAGR 2013-2017)

3.0%

GDP per capita 
(2017, Purchasing Power Standard)

31 596 (EU-28: 29 218)

Digital Economy and Society Index (2018)

Connectivity

Use of Internet

Integration of Digital Services

68.8 (EU-28: 62.6)
(85% of highest performer)
62.4 (EU-28: 50.5)
(83% of highest performer)
40.0 (EU-28: 40.1)
(65% of highest performer)

2. E-Commerce 

Revenues B2C e-commerce 
Revenue per capita
Revenue development (CAGR 2013-2017)
% of GDP

156 710 m€
2 381 € (EU-28:  921 €)
16.9%
6.7%

% of individuals purchasing online 
(total)

% of individuals purchasing online 
(cross-border)

77%

82%

EU-28
2017: 57%
2013: 47%

2013

2017

21%

2013

36%

2017

EU-28
2017: 24%
2013: 15%

TOP3 countries ordered from

China

USA

Germany

% of companies selling online 
(total)

19%

20%

EU-28
2017: 18%
2013: 14%

% of companies selling online 
(cross-border)

9%

9%

EU-28
2017: 9%
2013: 7%

2013

2017

TOP3 countries in Europe sold to

Germany

2013

France

2017

Spain

TOP 3 E-retailers (by revenue )
TOP 3 Payment methods

amazon.co.uk
Visa/Master card

tesco.com
Digital wallet (paypal, 
Alipay)

argos.co.uk
Domestic bank credit 
card / debit card

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 90 
Highlights of WIK consumer survey

36% of online shoppers purchased goods in other countries

4%

32%

64%

only cross-border

domestic & cross-border

only domestic

46% of online shoppers bought twice or more times a month from domestic online stores and 
27% of online shoppers twice or more times a month from foreign online stores

Domestic

Cross-border

71%

      At least once per month

43%

36%

  Two to four times per month

20%

10%

More than five times per month

7%

Popular product categories 
(domestic)

Popular product categories 
(cross-border)

Clothes and shoes

Clothes and shoes

Books, DVDs, CDs or 
video games

Books, DVDs, CDs or 
video games

Consumer electronics 
or other high-tech 
equipment
Consumer electronics 
or other high-tech 
equipment

76% of the most recent domestic and 76% of the most recent cross-border purchases
 were delivered free of charge

Domestic

24%

Cross-border

24%

53%

48%

23%

28%

Delivery charge

Free delivery (with preconditions e.g. value)

Free delivery

Service Quality Score

domestic
cross-border

78.4 (EU/EEA 30: 72.0)
63.0 (EU/EEA 30: 67.8)

Service Quality Score - Delivery moduls

100

e
r
o
c
s

x
e
d
n

I

50

Information on
delivery and
return
conditions

Information on
status of
delivery after
purchase

Charges for
delivery and
and return

Delivery time
options

Delivery
location
options

Delivery quality Management

of returns

Most recent national online purchase

Most recent cross-border online purchase

65% of online shoppers not purchasing cross-border have concerns about delivery. 
These consumers are particularly concerned about ...

risk and inconvience of returns

risk that item may not arrive in time

79%

68%

slow delivery

67%

0%

25%

50%

75%

100%

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 91 
3. Parcel delivery

World Bank Logistics Performance Index (2018)
CEP market size

Volume development (CAGR 2013-2017)

Revenues (2017)
Volume (2017)

3.99 of 5 (93% of highest performer)
7 282 m€
2 199 m
7.3%

33.4 items 
per capita 
(2017)*

2C&2B

* domestic and cross-border inbound parcel and express items

0

5

10

15

20

25

30

35

40

Universal service provider's volume share in X2C parcel deliveries: >50%

TOP-3 parcel operators in B2C deliveries

Combined volume share

Domestic

Royal Mail
Hermes UK
UK Mail

Cross-border
Royal Mail
UK Mail
DHL Express

TOP-3 delivery locations

Home

Retailer's stores

Parcel shop, post office
or central collection depot

91.8%
93.0%

10.7%
10.0%

10.5%
8.0%

60%-70%

55%-65%

0%

25%

50%

75%

100%

Preferred delivery location

Usual delivery location

Cross-border parcel services included in universal service
Authorisation required for exporting parcel carriers?
Contribution to compensation fund for exporting parcel carriers?
Contribution to NRA financing for exporting parcel carriers

Yes, up to 2kg
Yes
No compensation fund  
No financing from carriers

Unemployment rate 2017
(% of population)

UK 4.4%

EU-28 
7.6%

Minimum wage (per month in
Purchasing Power Standard)

Unionisation (country)

Collective Labour Agreement 
coverage (country-wide share of 
employees)

1 269

26%

29%

Sector (Postal and courier activities)
Universal Service Provider

Number of employees 
304 300 (2017)
142 579 (2017)

Development of employment
-1.5% (CAGR 2013-2017)
-1.1% (CAGR 2013-2017)

4. Market developments

•

•

•

•

The UK delivery market is highly competitive and dynamically growing with a wide range of domestic and cross-border 
B2C delivery services.
The UK delivery market attracts significant investments by many carriers: DHL/UK Mail, Hermes and DPD are heavily 
investing in new sites to increase capacity.
DPDHL acquired UK Mail in December 2016  Most recently, UK Mail reportedly set to take over Pass My Parcel to 
extend its PUDO network.
Amazon Logistics launched Prime Now in London, Birmingham, Leeds and Manchester. Amazon operates 16 
fulfilment centres and 13 Prime Hubs in the UK.

Sources: Eurostat, Ecommerce Europe, European Commission, World Bank, NRA reports, USP Annual Reports, IPC, ERGP, WIK consumer survey, WIK NRA survey, DPD survey, press releases.

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 92 
Definitions 

World Bank Logistics Performance Index: 

The  Logistics  Performance  Index  (LPI)  is  an  interactive  benchmarking  tool  created  by  the 
World  Bank.  The  LPI  is  based  on  a  worldwide  survey  of  global  freight  forwarders  and 
express carriers, providing feedback on the logistics “friendliness” of 160 countries in which 
they  operate  and  those  with  which  they  trade.  They  combine  in-depth  knowledge  of  the 
countries  in  which  they  operate  with  informed  qualitative  assessments  of  other  countries 
where they trade and experience of global logistics environment. Feedback from operators is 
supplemented with quantitative data on the performance of key components of the logistics 
chain in the country of work.   
For more information, see https://lpi.worldbank.org/.  

The Digital Economy and Society Index: 

The Digital Economy and Society Index (DESI) is a composite index to measure the progress 
of EU Member States towards a digital economy and society and to track the evolution of EU 
Member  States  in  digital  competitiveness.  As  such,  it  brings  together  a  set  of  relevant 
indicators  on  Europe’s  current  digital  policy  mix.  The  DESI  is  composed  of  five  principal 
policy  areas  which  represent  overall  more  than  30  indicators:  (1)  Connectivity,  (2)  Human 
Capital,  (3)  Use  of  Internet,  (4)  Integration  of  Digital  Technology  and  (5)  Digital  Public 
Services.  To  calculate  the  index  scores,  each  set  and  subset  of  indicators  were  given  a 
specific weighting by European Commission experts. 
For more information, see https://ec.europa.eu/digital-single-market/en/desi. 

WIK Delivery Market Performance Index: 

The  WIK  Delivery  Market  Performance  Index  provides  a  ranking  of  the  national  delivery 
markets in 30 countries (EU-28 Member States, Iceland and Norway). This ranking informs 
stakeholders  on  the  performance  of  a  national  delivery  market  of  one  country  in  relation  to 
the  performance  of  delivery  markets  of  the  other  countries.  The  index  scores  reflect  WIK’s 
assessment on the status quo of national delivery markets with emphasis on B2C deliveries 
based  on  quantitative  and  qualitative  indicators  from  the  WIK  consumer  survey,  in-depth 
desk research on national and cross-border delivery as well as on e-commerce markets, and 
is complemented by expert interviews and stakeholder workshops. 
More  information  is  provided  in  Chapter  9  of  the  study  “Development  of  Cross-border 
E-commerce through Parcel Delivery”. 

Dynamic Development of Cross-border E-commerce through Efficient Parcel DeliveryCountry Fact Sheets - Page 93 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
 
HOW TO OBTAIN EU PUBLICATIONS 

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doi: 10.2873/428540