Elevating delivery repeatability and customer experience with precise location data

I had fun representing Team Global Express and the logistics industry at the Australian Retail Fulfilment Summit #RFS24 yesterday held at the Melbourne Exhibition & Convention center. I was fortunate to be on a panel discussion with Google & OniGroup re: unlocking precision with location data, elevating delivery repeatability and customer experience.

For those that could not attend but are interested in the topic – you can see my crude notes and thoughts below from the panel discussion responses:

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1. Evaluating the impact of inaccurate location data + Delivery Repeatability and its Importance

Delivery repeatability refers to the consistent success rate of delivering orders to the correct address within the promised time frame, significantly impacting customer satisfaction and operational efficiency. It is crucial for organisations to focus on this aspect as it directly correlates with reducing operational costs, minimising lost revenue due to failed deliveries, and enhancing the overall customer experience.

The presence of inaccurate address data is a widespread issue that affects delivery accuracy and efficiency. Companies like Google approach data quality by enabling the general community and businesses to continuously update their maps and location services with user feedback and advanced algorithms to ensure high accuracy. This level of diligence is something all organisations can learn from to mitigate the risks associated with incorrect location data.

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2. Impacts of Inaccurate Location Data

Inaccurate location data can lead to multiple operational challenges including increased delivery times, higher fuel consumption, and unnecessary labor costs. These inefficiencies not only inflate operational expenses but also result in lost revenue from dissatisfied customers who may choose not to repeat business due to poor delivery experiences.

Furthermore, a bad address significantly deteriorates customer experience by delaying delivery, causing confusion, and often leading to lost packages. Transparency and visibility through accurate ETAs and real-time notifications are essential in setting and managing customer expectations, thereby enhancing satisfaction and loyalty.

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3. Learning from Accurate Customer Information

Retailers can work closely with logistics companies by implementing robust verification systems at the point of order capture to ensure the accuracy of address information. Encouraging customers to confirm their addresses or providing easy-to-use tools for address verification can significantly smooth out the delivery process.

Furthermore, Retailers can aid in accurate information capture by integrating address validation tools into their checkout processes, utilising geocoding services, and offering incentives for customers to review and confirm their delivery details. Such proactive measures can drastically reduce the instances of inaccurate deliveries and calls to various customer service teams.

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4. Operational Inefficiencies & Data Analytics

Bad addresses directly lead to failed deliveries, which are costly in terms of both operational expenses and customer trust. These failed deliveries require additional resources to resolve, either through redelivery attempts or customer service interventions, thereby straining operational capacities.

Data analytics can play a pivotal role in understanding and improving delivery repeatability. By analysing failed delivery attempts, organisations can identify common issues leading to inaccuracies and implement targeted solutions. Capturing additional data points such as delivery times, customer feedback, and geographic patterns can provide insights into operational inefficiencies and help refine delivery strategies for better accuracy and customer satisfaction.

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As you can see, the conversation was thought-provoking with some real hands-on suggestions on what can be done if this is an area of interest for you.