Last-Mile Delivery Partner Experience Survey
Delivery platform teams and logistics leaders can evaluate rider onboarding, compare earnings models, and navigate daily operational friction, so you can strengthen partner acquisition, sharpen incentive positioning, and improve retention across priority cities and delivery categories.
CONTEXT & RELEVANCE
Why run this survey now
Most delivery platforms don't lose partners purely on payout levels. They lose engagement due to opaque incentives, app friction, support delays, unsafe routes, and unpredictable demand, none of which fully show up in churn reports or dispatch dashboards.
If you are...
- Partner operations leadership
- Last-mile network strategy teams
- Rider acquisition managers
- Product and dispatch owners
- Fleet partnership teams
You're likely facing...
- High sign-ups despite weak first-week activation across delivery cohorts
- Growing earnings trust gap between advertised and realised payouts
- Inconsistent support resolution quality across cities and issue types
- Rising partner acquisition costs from low referral credibility
- Positive platform ratings with low multi-month retention
This will help answer...
- High-quality recruitment channels
- Activation friction priorities
- Earnings model preferences
- Support improvement levers
- Retention driver hierarchy
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete delivery partner journey from discovery to long-term engagement.
Platform Discovery
- Recruitment channel visibility
- Platform reputation signals
Signup & Verification
- Documentation effort
- Activation turnaround times
Earnings & Incentives
- Payout transparency
- Incentive attainability
App & Dispatch
- Order allocation fairness
- App usability friction
Pickup & Delivery
- Merchant waiting times
- Customer handover friction
Support & Safety
- Issue resolution confidence
- Route safety exposure
Belonging & Fairness
- Partner recognition
- Policy fairness perceptions
Loyalty & Advocacy
- Continued participation drivers
- Referral willingness
SAMPLING STRATEGY
Tell us about your ideal sample
Help us understand your target respondent profile. Select what applies, we'll design the optimal sample plan based on your inputs.
METHODOLOGY
Survey approach
For Last-Mile Delivery Partner Experience Survey, we recommend a mobile-first quantitative approach with flexible data-collection modes to balance reach, depth, and verification across active, inactive, and newly onboarded delivery partners.
EXECUTION PROCESS
How we execute
A proven 9-step process from scoping to delivery, designed to ensure quality, speed, and actionable insights.
Define the decision frame
Confirm objectives, target cohorts, geographies, and reporting cuts
Define the decision frame
Design the instrument
Build workstream modules mapped to outputs (drivers, friction, pricing, retention, trust)
Design the instrument
Lock the questionnaire
Review wording, sequencing, LOI, and competitive context; approve final version
Lock the questionnaire
Pilot and calibrate
Test comprehension and ease quality; refine quotas and remove friction where needed
Pilot and calibrate
Run fieldwork
Execute collection with active quota management and feasibility controls
Run fieldwork
Assure quality
Dedupe, attention checks, speed/consistency rules, removals with audit trail
Assure quality
Prepare the dataset
Clean data and deliver codebook/variable definitions
Prepare the dataset
Analyse and synthesise
Driver ranking, leakage diagnostics, pricing bands, segment insights
Analyse and synthesise
Deliver and align
Executive deck (optional dashboard) and leadership readout with recommendations
Deliver and align
COMMERCIAL TERMS
Request a Commercial Proposal
Pricing depends on cohort, geography, sample size, approach, LOI, and deliverables. Configure below for an indicative estimate.
Select Sample Size
Geography
Select Mode of Survey
Length of the Interview
$0.00
+ applicable taxes
Cost Breakdown
Note: Estimate is indicative only. Final pricing is subject to scope finalization after discovery call.
REFERENCE CASELETS
Reference
Real-world examples of survey work in the last-mile logistics space.
Merchant Delivery Promise Positioning Study (Pan-India Urban Markets)
OBJECTIVE
WHAT WE DID
DELIVERED
Merchant Delivery Promise Positioning Study (Pan-India Urban Markets)
Locker Pickup Concept & Pricing Exploration (Tier-One Cities)
Merchant Delivery Promise Positioning Study (Pan-India Urban Markets)
OBJECTIVE
A pan-India logistics aggregator needed to understand how small online sellers , social-commerce merchants , and regional retailers compared same-day, next-day, and economy delivery promises when selecting shipping partners across high-frequency order categories.
WHAT WE DID
We ran a structured online survey across six cities, capturing promise credibility , price sensitivity , delivery-volume bands, current provider usage, channel discovery, and switching triggers, with quotas by merchant size and category.
DELIVERED
The study produced a delivery promise preference map , message territories , channel-specific consideration drivers, and a merchant-size positioning framework showing where speed, reliability, tracking visibility, and price carried the strongest decision weight.
FREQUENTLY ASKED QUESTIONS
Common Questions
Answers to frequently asked questions about this survey mandate.
What decisions will this survey enable?
Who is the buyer vs who are the respondents?
Can we see differences between full-time riders, part-time riders and multi-platform couriers?
How will you measure platform choice beyond simple ratings?
Will the survey map the full delivery partner journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our partner acquisition and retention strategy?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.