4 Powerful Ways to Improve Customers’ Delivery Experience (& Save Money, Too)


The need for better and smoother supply chain experiences is felt by most global companies. While we live in a world of fascinating technology, supply chain crises are still being felt around the world, with threats of food shortages and expiring supplies keeping companies up at night.

On the macro scale, supply chain disruptions are obviously causing a headache for companies and consumers alike. But on the micro-scale, a successful supply chain organization and delivery service can impact the bottom line.

In this article, we’ll explore some powerful ways that companies can improve their delivery experiences for customers, creating a better chance that they’ll continue to engage with your brand.

1. Plan efficient delivery routes.

In recent times, we’ve seen the rise of gig couriers delivering parcels all over the world, creating a new job sector for young people, and pushing the boundaries of what is possible in logistics.

However, many of these delivery services are relying on publicly available GPS routes, such as Google Maps or Waze. This might be good enough for a few local deliveries, but for a company seeking expansion, it is woefully inadequate.

Smart companies use delivery route planning solutions, like these tools, that create extremely detailed delivery routes based on real-time traffic information. Furthermore, it’s much easier to create multi-route trips, saving company vehicles a lot of time and fuel and creating more efficient routes for delivery drivers.

2. Communicate effectively with customers.

Delivery delays shouldn’t be a regular part of your business operations, especially when customers aren’t adequately informed about potential delays.

Many small courier companies drop the ball on this – it’s common to see Yelp reviews from angry customers, where a package arrived the day after it was supposed to, and the customer waited all day for it.

Automated tracking is very important, down to the last mile. A customer should know not only when their package arrives at a warehouse, but also when it is out for delivery, and how soon it will arrive at their doorstep.

3. Be diligent in hiring practices.

While the pandemic created a vacuum for the aggressive growth of local delivery companies, there is always room for improvement when it comes to maintaining the high standards required to run a highly profitable business.

There are countless stories of delivery drivers stealing packages, or being filmed mishandling them. Investing time in finding the right workers – and holding them accountable when they don’t meet expectations – can make a big difference in terms of providing excellent service.

Hiring anybody off the street with a clean driving record and zero experience in customer service isn’t worth the risk of upsetting your existing customers and losing their business in the long run.

4. Thoroughly document your process and hold your team accountable.

Problems can occur during a delivery trip, whether it’s a driver getting lost, a package being held up at a warehouse or being left on the wrong doorstep. This is why you need a transparent proof-of-delivery system, ensuring that you’ve accurately recorded each package’s journey from the warehouse to the doorstep.

Further, you should document every part of the delivery process – including the time, the distance, and the bill of lading, or customs document that is issued at the end of every journey.

This will help you to hold your staff to account and make sure they deliver every time, without compromising quality.

Furthermore, if an issue arises such as a customer complaining that their package wasn’t delivered or being left out on the street, a detailed delivery history will be made available for you to review.

You can determine who was behind the delivery, and be able to hold them accountable when something goes wrong, as well as quickly make amends with the customer.