Insights on consumer expectations for last-mile delivery

Topic of the day: Final Mile

Consumer experience with last-mile delivery plays a significant role in shaping customer satisfaction and loyalty. Here are some key insights into improving consumer experience:

??Speed and Timeliness: Consumers have come to expect fast and timely deliveries. With companies like Amazon offering same-day or next-day delivery options, and stores like Target and Walmart offering hand delivery from your nearest store, customers' expectations have been heightened. Delays or missed delivery windows can lead to frustration and dissatisfaction.

How to meet that need: Distributed products across warehouses geographically for D2C and shipping to stores with multiple locations if you’re selling through big box retailers.

?? Communication and Transparency: Customers value clear and frequent communication throughout the delivery process. Package tracking, delivery notifications, and real-time updates help customers stay informed about their order's status and estimated delivery time.?

How to meet that need: Brands that offer accurate tracking and proactive communication tend to earn higher levels of trust from consumers. Many brands are having customers opt in to tracking via SMS, which gives the merchant an even more direct route to the customer’s experience.?

?? Flexibility and Convenience: Consumer expectations appreciate options such as choosing delivery time slots, alternative delivery locations (like lockers or nearby pickup points), and the ability to reschedule deliveries to accommodate their schedules.

How to meet that need: Invest in software that allows the customer to choose delivery windows or alternate addresses as well as changing their delivery address.

?? Secure and Safe Deliveries: Consumers want their packages to be delivered intact and to the right person.?

How to meet that need: Providing options for signature requirements, delivery instructions, or photo verification upon delivery can enhance the sense of security.?

You can’t solve for theft, but you can insure their packages with software like savedby.io to give them a guarantee.

?? Contactless Deliveries: The COVID-19 pandemic accelerated the demand for contactless deliveries. Many consumers now prefer minimal interaction with delivery personnel, requesting drop-off at the door without physical contact.

How to meet that need: This is when working with your final mile provider is important, they can provide things like a photo of the package at the door. This is also a tool you can use to combat chargebacks.?

?? Returns and Reverse Logistics: Brands that offer easy returns and transparent policies demonstrate their commitment to customer satisfaction.

How to meet that need: Publish your return policy in an easy to find place on your website. You can also include it in your confirmation emails. The more a customer knows already, the less pressure they will put on your customer support team.?

?? Environmental Impact: Brands that prioritize eco-friendly practices, like route optimization to reduce carbon emissions can appeal to environmentally conscious customers.

How to meet that need: Many consumers look to brands for sustainable packaging and elimination of excess plastic. It’s an easy way to back up your sustainability claims with something they can see. Many eco-conscious merchants work with 1% for the planet and publish that on their websites and packaging as well.?

?? Personalization and Customization: Tailoring delivery options to suit individual preferences can create a more personalized experience. For example, offering delivery preferences based on past orders or providing delivery time predictions based on historical data can make customers feel valued.

How to meet that need: You have all the information in your CRM or Shopify about past purchase behavior, use that to personalize the customer journey. Customized confirmation emails, thank you notes in the packages, software that tells them when a package is coming are all ways to make that customer feel valued.?

?? Customer Support: Responsive and helpful customer support can make a significant difference in resolving delivery-related issues or addressing customer concerns promptly.?

How to meet that need: Your customer support team is the heart and soul of your company and the first contact with an unhappy customer. Make sure your staff knows how to answer questions as well as feeling valued by the company. They may be your most critical employee.?

Last-mile delivery is a critical touchpoint that can profoundly impact the consumer experience and expand their loyalty to your brand.