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Research on the Delivery Experience in the U . S .: Significant Gap Between Consumer Expectations and Carrier Capabilities
Bettermile , a provider of last-mile delivery software-as-a-service ( SaaS ), announced the findings of its latest study , The State of Last Mile Tracking in the USA . The report uncovers a significant disconnect between the current last mile delivery experience in the U . S . and rising consumer expectations , fueled by the rapid growth of e-commerce and delivery services .
Despite 21.7 billion parcels being delivered in 2023 , the study reveals that many U . S . carriers have been slow to adopt advanced tracking technologies , resulting in a delivery experience that lacks real-time visibility , predictability , and flexibility for consumers . As customers grow accustomed to the transparency and control offered by services like ride-sharing and food delivery , their expectations for parcel deliveries have risen to match .
In collaboration with Triangle Management Services , Bettermile surveyed 1,310 U . S . consumers in July 2024 to identify key gaps in last-mile delivery and provide insights into how carriers can evolve to meet these changing demands .
Key Findings from the Study Include :
The Crucial Role of Tracking : Consumers rank advanced tracking technology as essential , citing its importance in daily services such as food and rideshare delivery .
Parcel Visibility : 89 % of respondents consider parcel visibility essential for planning their daily schedules .
Retailer Choice : Nearly 75 % of consumers indicated they would choose a retailer based on their ability to provide parcel tracking and shorter delivery windows .
Imprecise Delivery Windows : Only 19 % of deliveries currently offer a delivery window of two hours or less , leaving consumers with limited predictability .
Lack of Flexibility : 47 % of consumers reported that they are not provided with options to make changes to their delivery on the day it is scheduled .
Inconsistent Tracking Standards : Even industry leader Amazon struggles to meet customer expectations , with 48 % of respondents stating their deliveries did not provide precise windows of under two hours .
Commenting on the findings , Sebastian Poberschin , Growth Facilitator at Bettermile said , “ While these findings reveal considerable gaps , they also present a tremendous opportunity for local and regional carriers to di ! erentiate themselves . By investing in more advanced tracking technologies , carriers can better meet consumer expectations and gain a competitive edge over larger incumbents .”
The report outlines actionable strategies for U . S . carriers , including the implementation of advanced tracking systems to bring their services in line with global standards . By doing so , carriers can o ! er consumers greater transparency and flexibility while simultaneously improving operational efficiencies .
70 customized logistics & delivery Magazine I fall / winter 2024