News • 25.03.2022

Visibility and control are consumers’ priorities for last-mile delivery

Consumer demand: tracking deliveries via GPS and redirecting deliveries

A man sitting on a couch looking at a map with locations on his laptop;...
Source: PantherMedia/Andriy Popov

Anyline announced findings of its “Last-Mile Delivery: Customer Perception Report 2022.” The survey, conducted on behalf of Anyline by Researchscape, highlights the major pain points of last-mile delivery that have surfaced since the start of the pandemic, as well as shoppers’ demand for visibility and accountability during their delivery experience.

In fact, 88% of respondents said the ability to redirect a delivery would be either very useful or extremely useful, indicating just how much control consumers would like to have in the delivery timeline.

Last-mile delivery challenges in the pandemic era

Consumers have relied more on last-mile delivery in the last couple of years, with many purchasing items online that they would have previously bought only in person, including groceries (43%), home essentials (30%) and restaurant meals (29%). However, the majority of U.S. shoppers continue to face delivery disruptions in the last mile. Anyline’s survey uncovered that close to half (44%) of consumers say delivery timeframes are slower since the start of the pandemic. As well, more than two-thirds (68%) of consumers say they’ve encountered delivery delays.

As last-mile delivery services have expanded, so too have the demands and priorities of consumers. According to Anyline’s survey, the most important factor for customers is for deliveries to arrive consistently on time. The next most important factor to them is having real-time communication about the pending delivery.

Poor experiences can cause shoppers to choose another online business. More than three-quarters (76%) said that an unacceptable delivery experience would strongly or somewhat affect their decision to order from that company again. The number rises for each passing generation, with more than 81% of Millennials responding they would think twice about hitting the order button again after a single poor delivery, and 86% among Generation Z shoppers.

Technologies that improve the last-mile experience

To improve and maintain a positive last-mile delivery experience for customers, businesses can turn to technologies that provide the visibility and control consumers crave, including:

  • GPS tracking – Having continuous visibility of a package was by far the most popular tech that last mile providers can give. According to the survey, the ability to track packages using GPS is overwhelmingly popular: 96% of respondents indicated they would find it useful when awaiting deliveries.
  • Centralized lockers – Centralized, automated pickup locations, such as lockers, are becoming a popular delivery option, with more than 78% of respondents finding them at least somewhat useful. With lockers, it becomes possible to retrieve a parcel at any time of the day or night without having to wait or to interact with anyone, giving consumers control over when they pick up their package.
  • Autonomous delivery robots and drones – The introduction of robots in personal deliveries proved not as popular as more conventional options, as one-third of respondents considered them hardly useful or not at all useful. Younger respondents viewed robot delivery options more favorably than older consumers. In fact, 45% of Gen Z respondents considered autonomous delivery robots very or extremely useful, while 41% of Millennials and 42% of Gen Z respondents thought the same of drone deliveries.

Research methodology

The results in this report are from an online survey conducted by Researchscape International and commissioned by Anyline. The survey was fielded from Feb. 14 to 17, 2022; 1,015 U.S. consumers completed the survey. The responses are weighted to be representative of the overall population by eight demographics.

Source: Anyline

related articles:

popular articles:

Thumbnail-Photo: Cross-Border Commerce Europe launches blue paper on green supply chains...
04.02.2022   #online trading #e-commerce

Cross-Border Commerce Europe launches blue paper on green supply chains

Leading C-Level executives from global retailers contributed to report

Cross-Border Commerce Europe, the platform driving cross-border e-commerce in Europe, publishes its latest blue paper summarising the learnings of seven knowledge and brainstorming sessions between C-Level executives from leading global retailers ...

Thumbnail-Photo: 7-Eleven launches first commercial autonomous delivery service in...
14.12.2021   #Tech in Retail #delivery

7-Eleven launches first commercial autonomous delivery service in California

7-Eleven and Nuro partnership

7‑Eleven, Inc. is bringing a futuristic innovation to Mountain View, CA, customers by piloting autonomous delivery with Nuro, a robotics company transforming local commerce with autonomous vehicles.In collaboration with Nuro, 7‑Eleven is ...

Thumbnail-Photo: Retail Supply Chain & Logistics Expo
21.01.2022   #retail #data analysis

Retail Supply Chain & Logistics Expo

2nd & 3rd March 2022 - ExCeL London

Retail Supply Chain & Logistics Expo is the ultimate hub for retailers to source the solutions that will ensure their supply chain is running as smoothly and efficiently as possible. Taking place at London’s ExCeL on the 2nd & 3rd ...

Thumbnail-Photo: Ease of returns as top priority in online purchase...
09.02.2022   #online trading #e-commerce

Ease of returns as top priority in online purchase

Right returns process reaps the most consumer loyalty

89 percent of consumers identify ease of returns as top priority when purchasing online. That’s according to new data from delivery experience platform Sorted, which found that retailers who get the returns process right will reap the most ...

Thumbnail-Photo: Coco, the remotely-piloted delivery service
23.12.2021   #food retail #Tech in Retail

Coco, the remotely-piloted delivery service

New model Coco 1 expands delivery radius and volumes

Coco, the robot based delivery service, announced the official launch of COCO 1, a larger, more advanced version of its signature pink bot.The Coco 1 is a first of its kind delivery robot designed and manufactured in partnership with the micro ...

Thumbnail-Photo: One in five will buy groceries online in 2024...
20.12.2021   #food retail #Tech in Retail

One in five will buy groceries online in 2024

Report highlights need for grocers to improve online experiences

Spryker Systems has launched its U.S. Online Grocery Report 2022. The research finds that almost half (47 percent) of Americans buy at least some of their groceries online. The research surveyed 2,500 consumers from across the U.S. on their ...

Thumbnail-Photo: Paving the way for supply chains of the future...
15.12.2021   #digitization #data warehouse management

Paving the way for supply chains of the future

First UPS Supply Chain Solutions (SCS) Asia Pacific innovation centre: digital revolution and future-proof supply chains

Supply Chain Solutions (UPS SCS) officially opened its first innovation centre globally, connecting businesses in Asia with emerging technologies in logistics. Located in Singapore, the UPS SCS Asia Pacific Innovation Centre will see UPS ...

Thumbnail-Photo: Efficient and networked operations in e-commerce warehouses...
24.01.2022   #e-commerce #data analysis

Efficient and networked operations in e-commerce warehouses

Proactively preparing for seasonal peaks using big data

Digital shopping round the clock means particular service requirements for e-commerce retailers, e.g. providing maximum availability and meeting very short delivery deadlines. Due to the increasing complexity of processes related to warehousing and ...

Thumbnail-Photo: Last mile delivery with autonomous driving
31.01.2022   #Tech in Retail #delivery

Last mile delivery with autonomous driving

Pix-E offers a clean, bright and re-imagined future for the high street

With the home delivery season peaking last month as more households than ever elected to Christmas shop from home, researchers, think tanks and civic authorities agree that systemic change is required to enable the benefits of these ...

Thumbnail-Photo: Walmart to expand in home delivery
17.01.2022   #brick and mortar retail #delivery

Walmart to expand in home delivery

Retailer to hire more than 3,000 associate delivery drivers, establish all-electric fleet of delivery vehicles

It’s a new year and Walmart is resolving to bring the convenience of InHome delivery to even more customers in 2022. Today, the retailer is announcing plans to scale the service, going from InHome being available to 6 million households ...

Supplier

Rhenus SE & Co. KG
Rhenus SE & Co. KG
Rhenus-Platz 1
59439 Holzwickede