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 started the 'Where is my parcel?' initiative last year to make things better. We researched the pain points in the industry and found out what annoys people the most in Finland.
As promised, we are continuing the initiative. In 2025 we researched Swedish consumers and compiled the two studies to compare the similarities and differences, helping both us and e-commerce retailers in both countries better adapt to consumer lifestyles. Our collective effort remains focused on minimizing those frustrating ‘Where is my parcel?’ moments.
Finland vs. Sweden: The truth about e-commerce deliveries
As in Finland last year, our latest 2025 study on Swedish consumer expectations for parcel services highlights key frustrations and demands that directly impact trust and purchasing decisions. While both Finnish and Swedish consumers expect convenience, speed, and flexibility, our market comparison report reveals interesting differences in their priorities and pain points.
Shaping a better delivery experience by constantly listening to consumers and refining services
While Matkahuolto is proud to be Finland’s most valued parcel brand for over ten year in a row, this recognition drives us to improve. The latest survey highlights the growing demand for delivery services that prioritize convenience, speed, and customer-centricity across both markets. To stay competitive, it's crucial that we align our services with the evolving demands of today’s consumers.
At Matkahuolto, we are committed to enhancing the customer experience by continually improving our parcel locker network and providing high-quality service. These efforts reflect our mission to remain the most valued parcel brand in Finland.
– 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. -Sustainable Brand Index 2025
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 pickup lockers and better service
According to our study majority of Finns prefer to collect their parcels from parcel lockers. As we aim to serve our customers better we are expanding out network of parcel lockers constantly.
Want to hear more?
Customer service for e-commerce retailers from abroad
Paketit Business Portal