Last-Mile Delivery Performance Survey
Evaluate how customers, merchants, and operations teams compare delivery speed, reliability, communication, issue resolution, and partner consistency across last-mile providers, so you can sharpen carrier allocation, improve retention, and strengthen service positioning.
CONTEXT & RELEVANCE
Why run this survey now
Most delivery operators don't lose accounts purely on shipment speed. They underperform due to missed promises, weak tracking, inconsistent handoffs, poor exception recovery, and rider conduct, none of which fully show up in SLA dashboards or complaint logs.
If you are...
- E-commerce logistics leaders
- Retail fulfilment heads
- Carrier network managers
- Customer experience directors
- Procurement and finance teams
You're likely facing...
- High delivery volumes despite weak first-attempt success across markets
- Growing gap between promised ETAs and actual recipient experience
- Inconsistent rider conduct creates avoidable brand dissatisfaction after handoff
- Limited exception visibility drives slow recovery decisions and escalations
- Competitive pricing fails to prevent shipper account switching
This will help answer...
- Carrier selection drivers
- First-attempt failure causes
- Promise accuracy by lane
- Recovery priority framework
- Retention levers by segment
RESEARCH THEMES
What This Survey Investigates
Eight interconnected research themes that map the complete last-mile delivery journey from booking to post-delivery resolution.
Service Expectations
- Preferred delivery speed
- Reliability threshold by segment
Promise Accuracy
- Estimated arrival credibility
- Slot commitment performance
Tracking & Communication
- Tracking visibility expectations
- Notification channel preferences
First-Attempt Success
- Availability and access barriers
- Address validation quality
Rider Interaction
- Professional conduct standards
- Handover experience consistency
Exceptions & Recovery
- Failure resolution expectations
- Escalation ownership clarity
Price & Value
- Fee tolerance by urgency
- Value perception across tiers
Loyalty & Choice
- Carrier switching triggers
- Repeat allocation intentions
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 Performance Survey, we recommend a mixed stakeholder approach with flexible data-collection modes to balance reach, depth, and verification across shippers, recipients, merchants, and 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 logistics and delivery space.
Carrier Selection Drivers Among Growing Digital Merchants (India)
OBJECTIVE
WHAT WE DID
DELIVERED
Carrier Selection Drivers Among Growing Digital Merchants (India)
Delivery Subscription Concept Testing for Urban Households (Delhi NCR)
Carrier Selection Drivers Among Growing Digital Merchants (India)
OBJECTIVE
A pan-India commerce platform needed to understand how small online sellers , mid-size merchants , and enterprise brands compared national couriers , regional specialists , and aggregator networks when allocating outbound parcel volumes across key markets.
WHAT WE DID
We ran a structured survey with 620 merchants, quota-controlled by seller scale, category, geography, and monthly parcel volume, capturing price sensitivity , pickup reliability , service coverage , claim handling , and switching behaviour.
DELIVERED
The study produced a carrier preference map , merchant segment framework , switching trigger hierarchy , and channel lever matrix , showing how selection criteria shifted across seller size, shipment density, category mix, and service expectations.
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 e-commerce shippers, retail merchants and marketplace sellers?
How will you measure delivery partner preference beyond simple ratings?
Will the survey map the full last-mile delivery journey and drop-offs?
Can this survey inform product and pricing strategy?
How will findings improve our carrier allocation and shipper retention?
Still have questions?
Schedule a discovery call to discuss your specific needs and get a custom quote.