The Backlash from Poor Courier Delivery Experiences

courier backlash

A new report from eDelivery Expo shows that more than one in five customers (22%) will actively avoid courier companies with whom they’ve had a bad experience in the past. In fact, 17% of customers will check which courier company a retailer uses before making a purchase.

The study showed that poor delivery practices make many customers (18% of respondents) stop shopping with certain retailers. What’s more, word of mouth can seriously impact a retailer’s bottom line since nearly a third of unhappy customers will warn others to avoid specific retailers they’ve had delivery problems with. The biggest annoyances for those surveyed include having the wrong package delivered, missed deliveries that were returned to a faraway depot, and damaged parcels.

While customer service has always been at the top of any retailer’s agenda, the additional challenge they have now is to build the right partnerships with the right delivery companies to ensure that their brand experience isn’t tarnished as a result of a poor last mile experience.

Companies aren’t blind to these challenges, and they’re taking action in order to gain more control over every touchpoint across the supply chain. Direct to Customer is on the rise, with leading brands that once upon a time relied solely on partners to distribute their products now embracing it as a powerful distribution channel. D2C has the added benefit of allowing them to retain full control over the supply chain, and therefore also in full control of the overall brand experience. The process that products go through – often travelling thousands of miles and going through multiple intermediaries – has an impact not only on the profit margins, but also on the brand’s ability to connect and communicate with their customers.

But the reality is that most companies rely upon shipping and delivery partners to distribute their goods far and wide. Even those with an in-house fleet need to use delivery companies to reach all their customers, wherever they live and whenever they need their purchases. This is why finding the right partners, having full visibility over the supply chain, and owning your entire brand experience have never been more important.

Don’t miss the keynote from Bringg CEO Raanan Cohen on the 21st of March at eDelivery EXPO in Birmingham, England. Click here for details.

Lior Sion