Last Mile Delivery Experience Study

United Kingdom, 2026

The UK parcel delivery market benefits from strong customer trust - but expectations for digital experiences are rising fast. This creates a powerful opportunity for carriers to stand out through smarter, more transparent delivery journeys.

The Last Mile Delivery Experience Study, conducted by Customer Code in partnership with Bettermile and Place B Consultancy, examines how consumers interact with delivery information before and on the day of delivery. It highlights their expectations regarding accurate ETAs, in-transit delivery control and seamless digital experiences, as well as areas in which carriers are falling short.

UK Carriers Compared by Delivery Experience

See how leading UK delivery providers perform across key delivery experience factors - from notifications and delivery windows to ETA accuracy, redirect options, and live delivery updates.

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Online Survey

1200 participants took part in the survey.

United Kingdom

Parcel recipients from the UK share their experiences and expectations.

January - March 2026

Survey participants received at least one parcel in the three months prior to the survey.

Online Survey

1200 participants took part in the survey.

Precision Drives Preference

Lack of delivery precision is a friction point that carriers can turn into a competitive advantage. Real-time updates and in-flight redirect options provide the control customers demand, ultimately driving adoption for OOH locations. With 64% of consumers stating they’d use OOH more often with same-day rerouting, the path to efficiency is clear.

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Real-time package tracking monitors a parcel’s location, provides live updates, and predicts delivery times. But expectations are evolving: tracking is no longer just a visibility tool, but increasingly a way to manage deliveries. With accurate ETAs and last-minute notifications, customers now expect to take action—redirecting or rescheduling when they know they cannot receive a parcel in person.