Bettermile Research: Significant Gap Between US Consumer’s Expectations and Carrier Capabilities
Bettermile, a Berlin-based provider of last-mile delivery software-as-a-service (SaaS), today announced the findings of its latest study, The State of Last Mile Tracking in the USA.
The report uncovers a significant disconnect between the current last mile delivery experience in the U.S. and rising consumer expectations, fuelled by the rapid growth of e-commerce and delivery services.
Despite 21.7 billion parcels being delivered in 2023, the study reveals that many U.S. carriers have been slow to adopt advanced tracking technologies, resulting in a delivery experience that lacks real-time visibility, predictability, and flexibility for consumers. As customers grow accustomed to the transparency and control offered by services like ride-sharing and food delivery, their expectations for parcel deliveries have risen to match.
In collaboration with Triangle Management Services, Bettermile surveyed 1,310 U.S. consumers in July 2024 to identify key gaps in last-mile delivery and provide insights into how carriers can evolve to meet these changing demands.
Key Findings from the Study Include:
- The Crucial Role of Tracking: Consumers rank advanced tracking technology as essential, citing its importance in daily services such as food and ride-share delivery.
- Parcel Visibility: 89% of respondents consider parcel visibility essential for planning their daily schedules.
- Retailer Choice: Nearly 75% of consumers indicated they would choose a retailer based on their ability to provide parcel tracking and shorter delivery windows.
- Imprecise Delivery Windows: Only 19% of deliveries currently offer a delivery window of two hours or less, leaving consumers with limited predictability.
- Lack of Flexibility: 47% of consumers reported that they are not provided with options to make changes to their delivery on the day it is scheduled.
- Inconsistent Tracking Standards: Even industry leader Amazon struggles to meet customer expectations, with 48% of respondents stating their deliveries did not provide precise windows of under two hours.
Commenting on the findings, Sebastian Poberschin, Growth Facilitator at Bettermile said: “While these findings reveal considerable gaps, they also present a tremendous opportunity for local and regional carriers to differentiate themselves. By investing in more advanced tracking technologies, carriers can better meet consumer expectations and gain a competitive edge over larger incumbents.”
The report outlines actionable strategies for U.S. carriers, including the implementation of advanced tracking systems to bring their services in line with global standards. By doing so, carriers can offer consumers greater transparency and flexibility while simultaneously improving operational efficiencies.
For more information on The State of Last Mile Tracking in the USA report or to download a copy, please visit: https://bettermile.com/lp/real-time-tracking-report-2024-usa.
For further information about Triangle research, please contact Agustin Maril, Senior Market Research Executive: [email protected].
