The final mile delivery process is becoming increasingly complex and expensive, and all parts of the value chain are feeling the pressure. Real-Time Tracking (RTT) has become a major turntable of last mile delivery orchestration and user experience.
Bettermile's Last Mile Delivery Experience Study aims to paint a coherent picture of the status quo of RTT services and customer expectations around it.
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Discover what expectations recipients have of real-time tracking, how they use the services and how actual experience is delivered by DHL, DPD, GLS, Hermes, Amazon as well as Instabox, Liefergrün, Glocally and Urbify.
Key Findings
It became clear that the real-time characteristics of the information varied greatly from carrier to carrier, with static time windows at the beginning of the delivery day being the most basic type, and live vehicle location during the last mile being the current pinnacle of real-time tracking.
Customer Demand
Reliability
Real-time Updates
Service Quality
Real-Time Package Tracking Features
RTT is increasingly becoming a hygiene factor in the B2C delivery experience. Consignees expect it to be available with every package they receive.
The service is generally available but often unreliable. Not all the services include it, and even so the performance of consistency, refresh rates and other factors is prone to failure.
Real-Time characteristics of information vary strongly between carriers, with static time windows and live vehicle location on the final mile.
Differences in quality come down to cities, districts and even driver behaviour.
Startups advertising a premium delivery experience surprisingly proved to have extremely basic package tracking features.
1/5
Shippers love Better Tracking because it provides an outstanding experience for their customers.
4.8 / 5
average receiver rating