3 Ways to Increase Customer Satisfaction in Last-Mile Delivery

3 Ways to Increase Customer Satisfaction in Last-Mile Delivery

The demand for last-mile delivery is constantly increasing as the e-commerce industry is growing at an unprecedented rate. The last-mile delivery market in North America is expected to grow from 31.25 billion U.S. dollars in 2018 to nearly 51 billion U.S. dollars by 2022, according to the data published by Statista. This exponential growth is impacting every aspect of the delivery process. Companies are increasingly focusing on flexibility, accuracy, and consistency to ensure customer satisfaction and beat the competition.

Customer satisfaction is extremely important for the companies involved in the last-mile delivery business. In a 2018 survey, 92% of respondents revealed that they would avoid selecting the same delivery company after three or four instances of poor customer service, according to an article by Forbes. That is why these companies are investing more resources into optimizing their last-mile services. It will not only increase customer retention but will also reduce transportation costs and help them thrive in this rapidly changing market.

Here are 3 ways companies can improve customer satisfaction by optimizing their delivery process:

Use Modern Technologies

If you are in this business, you should know that modern problems will need modern solutions. You need to adopt the latest routing and scheduling technologies that can help you increase customer satisfaction while reducing operating costs. If you can bring down your transportation costs, you can reinvest the savings into your workforce and fleet to better serve your customers and improve productivity. For instance, you can use supply-chain management software to consolidate integrations, increase visibility to key metrics, optimize efficiency throughout the delivery process, and maximize brand management, according to Key Software Systems.

Improve Real-Time Visibility

If you want to improve customer satisfaction, you need to meet customer expectations at each step. Real-time tracking of parcels has become an industry standard as customers want to constantly monitor their parcel, from the moment it leaves the warehouse until it arrives on their doorstep.

Real-time visibility helps your business operations as well. You can not only provide customers with more options but also better manage your assets. It even plays a crucial role in reducing transportation costs and freeing up resources that you can invest into optimizing last-mile deliveries.

Reduce Time Windows

Customers now expect accurate time windows. It is quite possible that if you are unable to meet time windows, you will not be able to hold onto your customers. Some companies try to address this issue by overestimating delivery times and offering larger delivery time windows. However, this cannot serve as a long-term solution and may even negatively impact customer satisfaction.

You need to properly plan your resources and assets to ensure shorter time windows. It will allow your customers to better prepare for delivery. You can use delivery management software to provide consistent and shorter delivery time windows and increase customer retention.

Last-mile deliveries are indeed challenging and any mistake in the delivery process might cut into your business’s bottom line. That is why you need to employ intelligent digital solutions to increase customer satisfaction. They will also help you gain valuable insights into market and logistics trends so that you can always stay ahead of your competitors.

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