For today’s consumer, the delivery experience is the brand experience.

A delay, a damaged item or a missed window isn’t just a logistical hiccup; it’s a broken promise that can instantly sever customer loyalty. As ecommerce continues to dominate the retail sector, the stakes for the last mile have never been higher. 

As proof of this point, more than half of online shoppers received more deliveries in the past year than they did the year before, and roughly one-third received about the same amount. These findings come from a recent survey of more than 1,000 consumers who had purchased goods online in the past six months (excluding restaurant and grocery orders). This survey, conducted by Roadie and Supply Chain Dive’s studioID, explored various consumer attitudes and opinions regarding same-day and last-mile delivery. 

Our research reveals critical shifts in consumer expectations that are reshaping the delivery landscape, including:

• Evolving standards of service
• Price sensitivity thresholds
• The growing influence of delivery experience on brand loyalty and purchasing decisions
• What their customers value most in delivery experience