With the advent of next, and even same-day delivery, super speedy receipt of e-commerce parcels is now an expectation rather than a luxury. What are the challenges, and why is the last mile so important to the success of an e-commerce business?
Helen Scurfield, Innovation & Development Director at Asendia UK stresses the importance of the last mile in customer satisfaction:
“For online businesses, the last mile is crucial. It's not just about completing the supply chain; it's a make-or-break moment that directly affects reputation and bottom line. Smooth last-mile delivery builds trust, reflecting a well-orchestrated operation, showcasing efficiency and reliability. On the other hand, any slip-ups or delays during this critical stage can lead to disgruntled customers, negative reviews, and, worst of all, customers looking elsewhere for their needs.”
Customer expectations for next-day delivery have skyrocketed in recent years, fuelled by the rise of e-commerce giants and on-demand services.
In Asendia’s recent survey of 8,000 consumers across North America, Europe, and Hong Kong, ‘speed’ was selected as the most important factor regarding delivery, with 44% saying this on average across the sample.
For more on last-mile delivery, including the importance of striking a balance between the human touch and automation, and overcoming urban traffic congestion, read the full article on PalletOnline here.
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