The customer experience has become one of the key strategic pillars in the highly competitive parcel shipping landscape. Advanced real-time tracking represents a significant opportunity for delivery companies to enhance customer satisfaction and grow market share.
The Real-Time Tracking Report USA 2024 provides a comprehensive picture of the state of last mile tracking in the U.S., revealing key trends and untapped opportunities to transform the delivery landscape.
1.310 U.S. consumers interviewed about their delivery experiences.
U.S. last-mile package delivery lags behind international standards and sectors like rideshare and food delivery in convenience and modernity. Despite high consumer expectations, most U.S. parcel services fall short in satisfaction, especially in parcel visibility and delivery options.
This delivery experience study highlights the gaps in existing live package tracking systems and offers actionable insights to help delivery companies improve customer satisfaction, stay competitive, and grow their business.
Last mile tracking refers to the process of monitoring the final stage of a delivery, from the distribution hub to the recipient’s doorstep, and typically falls into three categories. Conventional tracking logs scan events at key points along the delivery route, providing updates as the shipment moves from carrier to end-customer. Day-of-delivery notifications send SMS or email updates with an estimated delivery window. The most sophisticated, advanced real-time tracking, provides continuous updates, showing the parcel’s live location on a map, the number of stops before delivery, and dynamic time estimates. This enhances transparency and customer satisfaction by offering precise delivery information.
