Filling rate of pick-up points and redirection of parcels
Our goal is to provide the recipient with as good a customer experience as possible. The satisfaction of e-commerce customers is significantly reduced if the parcel they order is redirected to a pick-up point other than the one they have chosen. However, this can sometimes happen, as especially the most popular parcel lockers can be full at times. Therefore, we constantly monitor redirections and publish the data on our website on a monthly basis.
Share of parcels redirected in 2023
The table below shows the numbers of redirected parcels in 2023:
Month | Total | Service points | Parcel locker |
| January | 7.7% | 0.4% | 17.9% |
| February | 6.4% | 0.4% | 15.8% |
| March | 7.1% | 0.5% | 18.1% |
| April | 8.3% | 0.8% | 21.3% |
| May | 8.9% | 0.9 % | 23.4% |
| June | 9.7% | 1.2 % | 24.8% |
| July | 10.8% | 1.9% | 26.3% |
| August | 10.9% | 1.6% | 26.8% |
| September | 12.2% | 2.6% | 27.9% |
| October | 12.6% | 2.2% | 30.0% |
| November | 20.1% | 6.5% | 41.6% |
The share of parcels redirected in 2022 was 7.3%.
In the Matkahuolto service network, the average distance between the original pick-up point and the backup pick-up point is 1.14 km across Finland, but this varies by pick-up point and region. In Helsinki, for example, the average distance to the backup pick-up point is 0.85 km and in Turku 0.92 km from the original pick-up point.
We constantly monitor redirections to backup pick-up points and make changes where necessary and possible to ensure that the backup pick-up point is as close as possible to the original point chosen by the recipient.
Busiest parcel lockers and those with the most space
The need for redirection varies greatly from one pick-up point to another. See the table below for the latest data on the busiest parcel lockers:
Busiest parcel lockers
| Locality | Parcel locker | % | Distance to backup pick-up point |
| Lohja | Parcel locker K-Citymarket Lohja | 85% | 0.0 km |
| Kempele | Parcel locker S-Market Kempele | 85% | 0.32 km |
| Kotka | Parcel locker K-Supermarket Pooki | 85% | 1.0 km |
| Kuopio | Parcel locker K-Supermarket Pirtti | 84% | 1.0 km |
| Kotka | Parcel locker Kauppakeskus Pasaati | 81% | 0.0 km |
| Sodankylä | Parcel locker S-Market Sodankylä | 81% | 0.30 km |
| Helsinki | Parcel locker M-Market Laivurin Valinta | 80% | 0.78 km |
| Helsinki | Parcel locker Alepa Kannelmäki | 80% | 0.80 km |
| Espoo | Parcel locker K-Supermarket Aurora | 79% | 1.64 km |
| Kerava | Parcel locker K-Market Ahjontori | 78% | 2.39 km |
On the other hand, the following parcel lockers, according to our latest data, have plenty of space:
Parcel lockers with most space
| Locality | Parcel locker |
| Espoo | Parcel locker Kauppakeskus Ainoa |
| Oulu | Parcel locker S-Market Kaukovainio |
| Tuusula | Parcel locker R-Kioski Tuusula Hyrylä Linja-Autoasema |
| Seinäjoki | Parcel locker S-Market Pajuluoma |
| Kuusamo | Parcel locker Prisma Kuusamo |
| Keminmaa | Parcel locker Sale Keminmaa |
| Turku | Parcel locker Prisma Länsikeskus |
| Vantaa | Parcel locker S-Market Korso |
| Riihimäki | Parcel locker Kauppakeskus Majakka |
| Nurmijärvi | Parcel lockerS-Market Nurmijärvi |
A network of over 2,300 service points
Matkahuolto’s service network currently includes almost 2,300 service points. The filling of the pick-up points is monitored daily, their capacity is increased where possible, and new pick-up points are opened every week in response to increased demand. Our network is growing rapidly, especially in terms of parcel lockers but also in terms of other pick-up points.
Matkahuolto’s network is the most comprehensive network of pick-up points offering personalised service in Finland. 83% of people in this country live within 3 km and 60% within less than 1 km of the nearest pick-up point.