SalesTech Star

Visibility and Control Are Consumers’ Priorities for Last-Mile Delivery, With 96% Indicating a Desire for GPS Delivery Tracking

Additionally, 88% of respondents to Anyline’s 2022 consumer survey said the ability to redirect deliveries would be useful

Anyline, a market leader in mobile data capture, today announced findings of its “Last-Mile Delivery: Customer Perception Report 2022.” The survey, conducted on behalf of Anyline by Researchscape, highlights the major pain points of last-mile delivery that have surfaced since the start of the pandemic, as well as shoppers’ demand for visibility and accountability during their delivery experience. In fact, 88% of respondents said the ability to redirect a delivery would be either very useful or extremely useful, indicating just how much control consumers would like to have in the delivery timeline.

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“With the impressive growth of delivery volume since 2020, consumers’ expectations for control over their deliveries has also intensified”

Last-Mile Delivery Challenges in the Pandemic Era

Consumers have relied more on last-mile delivery in the last couple of years, with many purchasing items online that they would have previously bought only in person, including groceries (43%), home essentials (30%) and restaurant meals (29%). However, the majority of U.S. shoppers continue to face delivery disruptions in the last mile. Anyline’s survey uncovered that close to half (44%) of consumers say delivery timeframes are slower since the start of the pandemic. As well, more than two-thirds (68%) of consumers say they’ve encountered delivery delays.

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As last-mile delivery services have expanded, so too have the demands and priorities of consumers. According to Anyline’s survey, the most important factor for customers is for deliveries to arrive consistently on time. The next most important factor to them is having real-time communication about the pending delivery.

Poor experiences can cause shoppers to choose another online business. More than three-quarters (76%) said that an unacceptable delivery experience would strongly or somewhat affect their decision to order from that company again. The number rises for each passing generation, with more than 81% of Millennials responding they would think twice about hitting the order button again after a single poor delivery, and 86% among Generation Z shoppers.

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