Last Mile Delivery Experience Study

The Last Mile Delivery Experience Study is an annual survey conducted by Customer Code in partnership with Bettermile (and Place B Consultancy in the UK). Since 2023, it has tracked evolving consumer expectations around parcel delivery, with a focus on real-time tracking (RTT) and cross-market comparisons across the US and Europe.

The 2026 UK edition surveyed 1,204 recipients who received at least one parcel between January and March 2026. It explores how consumers engage with carrier updates - especially ETAs, delivery time windows, and in-transit redirection options - and evaluates carriers on tracking quality, delivery experience, and brand perception.

What do consumers value most in tracking? The data shows a clear shift: 70% now use live tracking for last-minute flexibility. Features like 1–2 hour arrival predictions, live map tracking, and precise ETAs are no longer nice-to-haves—they’re expected. Consumers want tools to manage deliveries on their own terms, making real-time planning and last-minute rerouting options essential.