Where is my parcel?
If you run an online store, you’ve got that question a lot. Or if you have ordered from an online store, you might have asked it yourself. Usually, parcel services companies like us are responsible for the answer. That's why we at Matkahuolto started the 'Where is my parcel?' initiative to make things better. To begin with, we researched the pain points in the industry and what annoys people the most. As the initiative progresses, we will track our development and report our progress. Our goal is that in future, our customers will have to ask 'Where is my parcel?" less often.
E-commerce retailers speak out: what's wrong with parcel deliveries
Consumers and e-commerce retailers share several pain points in parcel deliveries – but their sources of frustration differ. What frustrates retailers the most, and what can be done about it?
Report available in Finnish only.
Finnish consumer expectations differ from those of Swedish consumers
We expanded our previous consumer study to understand how Finnish expectations differ from those of others. What do we have in common with the Swedes? And what do we prefer to do differently than they do?
Report available in English.
Direct feedback from Finnish consumers on parcel services
To improve our operations, we asked consumers what bothers them most in the industry. We looked into how different operators perform in comparison to one another—and which customer groups get frustrated, and by what.
Report available in Finnish only.
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Improving the customer experience in the industry requires a genuine understanding of the customer
While Matkahuolto is proud to be recognized again as Finland's most valued parcel brand, we see this as motivation to keep improving. The customer experience is a journey of continuous development. We explored what Finns find problematic about the industry. Matkahuolto wants to have an honest and transparent conversation about the industry and share the findings openly to encourage a collaborative discussion.
– Kati Nevalainen
Director, Parcel Services and Service Point Network
Going well, but we can do better
We've developed advanced services to better meet our customers' needs, but we're aiming higher. And so can you, if you are running an online store. Improve your customer experience by offering a wider range of parcel service companies and delivery options to your customers, so that they can choose the best option for themselves along with the additional Matkahuolto services they might need.
No need to return a parcel if the receiver is too busy to pick it up
In the capital region, customers can have their parcel already delivered to a parcel locker brought to their doorstep in case they’re too busy or unwell. The service is provided in collaboration with Wolt.
Minimized frustration from changing pickup points
46% of Finns are annoyed when the pickup point for their parcel changes. That's why we are publishing up-to-date information on the most- and least congested pickup points in our network.
Happier customers with the Paketit app
After you ship the parcel, it's easy for your customers to track the delivery with our Paketit app. Also, customers can get assistance if problems occur and can order various additional services, such as changing pickup points or requesting home delivery.
We are seen as the most sustainable parcel brand in Finland
We are proud of the recognition, but our commitment to sustainability does not end here, on the contrary. We achieve our ambitious sustainability goals through concrete and measurable actions instead of talk.
We are the most valued parcel brand in Finland
According to the annual brand appreciation study by Taloustutkimus and Alma Media, we were also the most respected parcel service brand in 2024, a position that we aim to maintain also in future.
More parcel lockers and better service
According to our study, nearly 60% of Finns prefer to collect their parcels from parcel lockers. As we aim to serve our customers better we have acquired the entire network of 148 parcel lockers from Smartmile company.
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