Study: Last mile retail delivery not keeping up with customer needs

BY Dan Berthiaume

Last mile retail delivery providers agree that high-quality customer experience is crucial, but often lack the tools to provide it.

According to a new study of more than 230 retail supply chain professionals from last mile delivery vendor Convey and supply chain intelligence firm eft, 96% of respondents consider customer experience important when measuring last mile supply chain performance, up from 83% in a similar survey in 2017. Furthermore, 66% of respondents are held accountable to customer experience metrics, up from 56% in 2017.

However, only 5% of respondents report their current systems “fully support efforts to improve the customer experience,” up slightly from 3% two years ago. Meanwhile 61% report their existing systems do nothing to improve customer experience, only a 5% decrease since 2017. Additionally, 89% are not confident they can balance customer experience demands with rising transportation costs.

Other notable findings include:

● 66% of respondents say that connecting disparate data quickly is among their top three challenges.
• 18% report zero visibility into distressed shipments.
● 53% don’t make delivery data accessible to their marketing teams.
● 60% of customer service and logistics teams don’t share delivery feedback or data about distressed packages with each other.
Despite these figures, 87% of respondents believe access to shared data and improved collaboration between teams is important to long-term success.


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