Understanding the French Consumer Mindset

In this DELIVER Europe 2025 breakout session, Colissimo's Florian Leclerq and Sanae Murschel delivered a data-rich overview of France’s mature ecommerce landscape — and the logistical innovations shaping consumer experience.

With €45.8 billion in ecommerce revenue in 2024 and over 830 million parcels ordered, delivery remains the critical moment of truth for French shoppers. For 95% of buyers, delivery options directly influence whether they complete a purchase.

Choice Is King in the Checkout

The message was clear: French consumers want choice. While 58% say they prefer home delivery, a full 75% actually select it — thanks to the national network of secure letterboxes in 85% of households. But that doesn’t mean lockers and pick-up points (PUDOs) are out of favour. In fact, 87% of shoppers combine both modes depending on context, location, and journey.

And with 26,000 pickup locations, including 9,600 post offices, Colissimo has strategically placed its network to ensure 50% of the population lives within a 7-minute walk of a PUDO.

Myth-Busting: Is PUDO Always Greener?

In a surprising twist, Colissimo debunked the idea that PUDO delivery is always more sustainable. Based on an independent study by CSA, they revealed that 70% of PUDO parcels are collected via dedicated or detour trips — and half of those are by combustion vehicle. That adds up to 600g of CO₂ per parcel, compared to Colissimo’s average of 281g for home deliveries.

The lesson? Consumer behaviour matters more than delivery mode — and sustainability must consider the entire journey.

A Green Fleet and a Big Promise

Colissimo’s commitment to carbon-free delivery is tangible. With 50,000 vehicles — 37,000 of them electric — and a growing fleet of e-bikes and cargo cycles, the brand has already achieved 100% green delivery in Paris. By the end of 2025, 22 major metropolitan areas will follow. These efforts have reduced emissions by 53% since 2013, supported by route reengineering and AI-led logistics.

AI That Drives Real-World Results

The session also showcased how Colissimo uses AI to enhance fraud detection, predict delivery windows with 97% accuracy, and personalise return processes. In one standout case, their partnership with sizing tech provider Franle allows customers to choose the right clothing size using just a facial selfie — reducing return rates and abandoned baskets in fashion.

Even the humble letterbox has evolved: customers can now leave returns in their mailbox for postal collection the next day — a frictionless reverse logistics solution powered by digital tools and APIs.

Conclusion: A French Model Built on Practical Innovation

France’s ecommerce ecosystem may be mature, but it’s still evolving. Colissimo’s approach — combining local infrastructure, green fleet investment, AI solutions, and deep consumer insight — offers a blueprint for balancing customer satisfaction with climate-conscious delivery.

The future, it seems, is not just fast and flexible — but also deeply French.