Whether you’re selling building supplies or auto parts, groceries or gym equipment, it’s a pretty safe bet that you’re not personally delivering packages to your customers’ doorsteps. When you rely on third parties for final-mile fulfillment, however, you’re effectively staking your reputation on their ability to enable timely and efficient deliveries. 

After all, consumers don’t differentiate between your brand and the delivery method. In a recent Roadie survey, 97% of retail supply chain leaders said the last-mile experience is extremely or very important to a brand. Thus, choosing the right delivery partner is not just a logistics decision but a critical strategy for the success of your business. 

Often, doorstep delivery is the only experience a customer has with your business. “That’s going to make or break their loyalty,” says Dennis Moon, Roadie COO. One delayed or damaged order, and your customer will likely seek another option. 

Here are a few metrics that retail leaders say are most important for creating an optimal last-mile delivery experience with a third-party provider. 

Damage-free fulfillment 

While many companies think that providing on-time deliveries is the most important factor, 49% of survey respondents actually ranked damage-free delivery as the most crucial aspect of last-mile fulfillment. A cracked TV screen delivered to a loyal customer can drive them into a competitor's waiting arms. Or a customer looking for a last-minute gift for a birthday party will be left scrambling when their delivery arrives in a crushed box. 

On-time delivery rates

Of the survey’s 150 respondents, 43% of industry leaders agree that timeliness is non-negotiable for consumers. When customers receive a delivery window, they expect their order to arrive on time — or even early. A delivery partner with a high on-time delivery rate is crucial for maintaining customer trust and satisfaction with your brand.

Real-time tracking & communication 

The end recipient expects transparency every step of the way, whether they’ve ordered home gym equipment or groceries. A delivery platform that integrates advanced tracking and communication tools can give your customers real-time tracking, SMS updates with a photographic chain of custody and proactive communication about potential delays. The tools and communication, in turn, build confidence in your brand and enhance the overall experience for the customer. 

Flexible offerings 

Let’s say ‘Customer A’ needs their items delivered the same day they place an order, while ‘Customer B’ may have a longer-range delivery date that coincides with their business’s peak season. Since delivery needs vary widely from customer to customer, it pays off for brands to offer a wide range of flexible delivery options. That includes same-day delivery for big and bulky goods and direct pickups or deliveries to and from cross-docks or distribution centers. “At Roadie, our focus is on enabling retailers to put together density and consolidation so they can keep the cost of delivery down,” Moon says, “and then pass along that cost as they choose.”

Process efficiency 

A last-mile network with well-honed processes, experienced drivers that show up with the right-sized vehicle and seamless logistics platforms that integrate with easy-to-understand APIs can make all the difference in smooth, on-time deliveries. 

In a world where nearly every retailer is vying for consumer loyalty, ensuring a smooth, reliable and high-quality last-mile delivery experience is essential. Consumers increasingly expect flexible and reliable delivery options, which directly influence their shopping decisions. If you fail to deliver, they’ll ditch you for your competitors. 

Last-mile logistics solutions, like Roadie, can help bridge the gap between what retailers need and what customers expect from the final mile. Unlike traditional carriers, Roadie enables you to scale your same-day and oversized deliveries up or down depending on demand, particularly during peak periods. Optimized route suggestions allow independent drivers to offer superior last-mile delivery to create an experience that will positively impact brand perception while delighting customers. Learn more about our same-day solutions.