Last Mile Delivery and Customer Satisfaction

tips for improving last mile delivery
3 MINs

The most crucial aspect of any business, Last-Mile Delivery, has come a long way after entering eCommerce websites in the Indian market. These delivery partners have focused on enhancing supply chain management and last-mile logistics efficiency, thus ensuring greater customer satisfaction. Although this process is time-consuming and expensive, getting it right will help you with productivity and profitability and enhance the company’s brand value. 

What is Last-Mile Delivery?

Last-Mile Delivery involves making sure that the process of getting any product from the distribution center to the customer’s doorstep is smooth and hassle-free. The companies operating in this space need to have an efficient supply chain management structure to ensure that the customer gets the product on time and without any damage whatsoever. A large part of customer experience with any business depends on the effectiveness and efficiency of their last-mile delivery, which makes it the most crucial aspect of their survival.

5 Steps to Improve Last-Mile Delivery

Any Ecommerce logistics company in India needs to focus on the following five points to improve their last-mile delivery: Speed, order tracking, Insurance and safety, novelty, and convenience for the end-user. They need to take care of these aspects and constantly work to achieve greater efficiencies in supply chain management. It is a sure-shot way to achieve greater customer satisfaction since a happy customer means better reviews, a greater chance of repeat business, and better word-of-mouth promotion for the brand.

Identifying Standards of Logistics

Any Ecommerce logistics company in India looking to augment their last-mile delivery needs to set specific standards that need complete adherence so that they can ensure faster service at minimal cost and zero safety issues. Setting such goals will help the business constantly track its progress and evaluate where it needs to improve.  It is equally essential that the standards any logistics company sets for themselves match and exceed the industry benchmarks. Doing so will help the business stay ahead of its competitors.

Ecommerce Logistics and Tracking System

The tracking system, especially in the case of last-mile delivery, needs to be top-notch with the facility of providing real-time status updates to the consumers to know when their order will be delivered. A proper tracking system can provide information related to key metrics like success rate, distance traveled, service time, on-time rates, which helps the Ecommerce venture in their decision-making process. It also ensures route optimization, which in turn helps reduce the operating costs and overall delivery time. 

Monitoring Customer Behaviour

It is vital for every business to monitor Consumer feedback to understand their levels of satisfaction regularly. It starts from taking their inputs on various factors like the method of delivery, convenience in receiving the delivery, condition of the items delivered, the behavior of the delivery executive, among other things. A consumer, if not satisfied with a service provided, must have a way of registering their grievances, otherwise it can become a significant source of dissatisfaction. It may also result in switching to a competitor as well. 

Transparent Communication with Customers

One thing that irritates any customer is when the delivery company is trying to hide information or cannot answer their genuine queries. To ensure that this never happens, an Ecommerce Logistics company needs to maintain absolute transparency with them about the delivery. The best way to do that is to have an active and dedicated line of communication, say a toll-free number or online chat window, which the buyer can use if they want to get any additional information regarding the product delivery.

Auto-Allocation of Resources

Any last-mile delivery company in India will be facing problems when it comes to the resources at hand. There is always a chance of misallocation or shortage due to several reasons. Companies need to automate their resource allocation processes to ensure that these problems do not become a significant disruption. Doing so will help keep track of all available resources and identify areas that need attention. For example, the process of assigning delivery persons to courier an order to a customer works best when it is entirely automated.

Observing Performance for a Smooth E-commerce Logistics

Last Mile delivery companies have had to face the unprecedented challenge of Pandemic. Lack of resources, increased expenses, and issues in sorting orders are just some of the issues they had to contend with. However, the scenario looks much more positive now with an estimated increase in online orders and contactless deliveries and a greater focus on expanding operational capabilities, which will lead to a much more enhanced customer experience.

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