A new report on last-mile delivery tracking highlights that customers expect high parcel visibility as it impacts their daily planning. Bettermile and Triangle Management Services surveyed over 1,300 US consumers.
Why does this matter? Advanced tracking technology can give delivery companies an edge.
This report also identifies ways for carriers to meet growing delivery demands, helping the US parcel industry reach global standards and improve the experience for consumers and businesses.
- Over 83% of respondents said they have used on-demand, app-based services.
- 90% of users said it was important to see progress, updated delivery times, and their order’s location on a map.
Picture this: A customer orders a package and receives a link to track their delivery through Locate2u.
As the package moves through the final delivery stage, the customer checks the app to see real-time updates, including the driver’s location on a map and the estimated arrival time.
With this information, they adjust their schedule, knowing exactly when to expect the delivery.
Enhanced tracking in food delivery apps is a winner
The report emphasizes that food delivery apps like DoorDash and Uber Eats, used by nearly half of Americans, let users track their order from preparation to delivery.
Customers get updates on the food’s status, the driver’s location, and real-time ETAs. This level of visibility and control is much higher than what traditional package delivery offers.
High demand for order tracking
- 96% of recipients check their order status on delivery day.
- 70% revisit the tracking site multiple times for updates.
- 63% of respondents said that all or nearly all packages with a two-hour or less delivery window came from Amazon.
- 54% of respondents said that knowing their package’s arrival within a 1- to 2-hour window is the most important part of the delivery experience.
What’s the reality of delivery windows? The report finds most customers don’t get narrow delivery windows, with only 19% usually having a two-hour window or less.
Delivery tracking reliability in focus
The report finds that one in three respondents reported issues with ETA reliability. It also emphasizes that respondents rate their delivery experience higher with providers that offer features for better visibility and day planning.
Here are some of the problems respondents experienced with service:
- The package was delivered far outside the specified time window.
- The specific time window was pushed too late in the day.
- A specified shipping time suddenly became unavailable.
- The package was not delivered on the specified day.
Daily planning and shopping behavior
Customers think more precise time windows would help them plan their day better.
- 89% say it would have a positive impact. They rank this as the top benefit of modern tracking and would choose retailers based on this feature.
- 74% of respondents would choose a retailer that offers more precise delivery time windows.
Flexibility with last-mile delivery
Here’s a scenario: A customer receives a notification that their package will arrive within a two-hour window that afternoon. With this precise delivery time, they feel free to run errands in the morning, knowing exactly when to be home.
Later, something unexpected comes up, and they realize they won’t be home during the delivery window.
Using the advanced tracking system, they quickly update the delivery instructions to leave the package with a neighbor.
The system confirms the change, giving them peace of mind that the package will be safe and the delivery will go smoothly, all without disrupting their plans.
This scenario would be in a perfect world.
Because the report reveals almost half of respondents say they are never or almost never given options to make changes to their delivery on the same day and, of those change options, requesting a specific drop-off location at their home is more or less all the control customers can expect to have half the time.
Report highlights:
- 53% of respondents said they can request a specific drop-off location on the delivery day.
- 45% of respondents were not given the option to request a specific spot for the package.
Same-day change options in last-mile delivery
Same-day change options were highly valued by respondents.
Respondents were asked:
How willing are you to pay for last-minute delivery changes, like redirecting to a neighbor, locker, or alternate address?
- 43% of respondents said: “I would not pay.”
- 27% say: “Somewhat willing to pay.”
- 16% said: “Willing to pay.”
- 10% say: “Very willing to pay.”
NOW READ: How Uber Delivery Changed Last Mile Delivery
Photo Credit: Canva
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About the author
Sharl is a qualified journalist. He has over 10 years’ experience in the media industry, including positions as an editor of a magazine and Business Editor of a daily newspaper. Sharl also has experience in logistics specifically operations, where he worked with global food aid organisations distributing food into Africa. Sharl enjoys writing business stories and human interest pieces.
