Av Trimble smartdelivery | Article | April 26, 2018

How the Last Mile Delivery impacts customer experience

According to a survey by the National Retail Federation (NRF), 40% of online customers in the USA rated e-commerce companies based solely on the delivery experience! This goes to show just how and why excellent last mile delivery is a competitive edge for online retailers. Especially for first-time purchase, e-commerce sellers must be sure that consumer gets a smooth experience to keep customers coming back.

First impressions really do matter!

Of course, huge e-commerce companies, like Amazon, have already established processes to efficiently meet the consumers’ expectations – one example is that they have introduced Same-Day-Delivery. However, for local, smaller e-commerce enterprises, this is often a challenge since they don’t have the same logistics resources. Whether it’s courier tools, suitable logistics business processes, pickup and delivery tools, logistic workflow software, or other things, the smaller e-commerce merchants do in many cases face difficulties to match customers’ delivery expectations. From an end-user perspective, the consumers expect equal delivery service from all e-retailers.

Improving customer experience

The consumers’ expectations about delivery performance underwent drastic changes during the last years. This includes free and fast delivery, flexible delivery choices, updated track and trace options, excellent packaging and more. What e-commerce merchants can do to further improve customer experience is to leverage the right delivery management and logistic solutions. Thus:

Flexible delivery options
One size does not always fit all: This is also true when it comes to delivery management. While some customers may be willing to pay an extra amount to receive their parcels fast, others may be willing to wait a few extra days to have free shipping. Moreover, some customers may not be at home at the expected time of delivery. Meaning that they need to re-schedule. Retailers must tailor their logistic solutions as required by the recipients.

Easy and simple courier tools
The role of the courier is extremely important when it comes to the quality of delivery management and customer experience.

Leverage customer feedback
Make sure that you have an easy-to-use feedback system where customers can rate their delivery experience and provide valuable feedback as to where you can improve.