Survey reveals importance of customer experience in last-mile delivery
The study reveals that despite increased understanding and measurement of supply chain’s impact on CX, little progress has been made toward implementing tools or processes to improve outcomes in the last two years.
Convey, Austin, Texas, and eft Supply Chain and Logistics Business Intelligence, London, announced the results of a joint study examining the importance of customer experience (CX) in last-mile delivery, and the impact it has on supply chain performance and decision-making. The report, “The Perfect Order: Overcoming Roadblocks in Last Mile Experience,” surveyed more than 230 retail supply chain professionals.
Commissioned by Convey and conducted by eft, the study reveals that despite increased understanding and measurement of supply chain’s impact on CX, little progress has been made toward implementing tools or processes to improve outcomes in the last two years.