How Last-Mile Delivery Can Boost Your Customer Experience

How Last-Mile Delivery Can Boost Your Customer Experience

Tehanie Lifu

Tuesday, May 16, 2023

The final stage of the delivery process can’t be overlooked. Especially when it comes to enhancing the customer experience. Yes, we are talking about how last-mile delivery can boost your overall customer experience. 

It is not rocket science. But with the growth of online shopping, customers are missing out on that face-to-face interaction that can make or break their experience. Thankfully there are ways eCommerce brands can improve their customer satisfaction, especially in the last-mile. 

According to a last-mile mandate survey conducted by FarEye, 85% of consumers will not shop with a retailer again after a poor last-mile delivery experience. That is the stark reality of the retail landscape today. While there are countless ways that a last-mile delivery can go wrong, throughout this blog we will delve into how this process can benefit eCommerce brands and boost the overall customer experience. 

Convenience & Flexibility

Convenience is a big one. People are busier than ever before, and many turn to online shopping for convenience. So, how does this get reflected in the last-mile? 

Convenience within the last-mile can be seen in the way of flexibility. By giving the consumer convenient and flexible delivery options to suit their busy lifestyle, brands are able to enhance the final stage of the delivery process and make it a more seamless experience. This can look like advanced tracking systems or the ability to change and/or alter the delivery date/time. 


The desire for urban last-mile is anticipated to rise sharply by 78% by 2030. Sustainability is no longer a trend but a necessity. WIth 43% of customers more likely to buy from a business that offers a sustainable shipping option, it is apparent that this is a major vantage point for many brands. 

Sustainable last-mile delivery can be carried out in a multitude of ways. For us at Packaly, we focus on sustainable vehicles. By utilising electric cargo bikes, traditional bicycles, and electric vehicles, we are able to deliver every parcel greenhouse gas emissions free.. 

Customer Support 

Efficient, compassionate, and responsive customer service can easily get overlooked in the last-mile delivery process. Radaro put it perfectly in their blog, stating that meeting and exceeding your customers’ expectations is essential for building trust and fostering long-term loyalty. 

For a customer struggling with any issue or wanting to get updates from your support team, having an exceptional front line can really make a difference. Quick response times and going that extra mile are a few ways to boost customer satisfaction within the last-mile. 


Same-day last-mile delivery is growing and is highly driven by big customer demand. 55% of customers say that express delivery would boost their loyalty, but less than 20% of businesses offer it. 

This point ties back into convenience and can greatly enhance the customer experience if done correctly. However, with speed being a major factor in the total delivery experience, one should not mistake the importance of on time delivery. Living up to the expectations that are promised in front of the delivery might even be more important.


It is evident that last-mile delivery can truly boost the customer experience. By focusing on convenience, flexibility, speed, customer support, and sustainability, eCommerce businesses are able to take full advantage of the final stage of the delivery process. For last-mile carriers, like Packaly, these five key factors are at the core of our business model, and are essential to boosting the customer experience.