08/04/2026
Customers don't separate the retailer from the delivery experience.
In fact, research shows that they tend to view the entire retail experience as one connected journey. Factors like delivery reliability, on-time performance, shipment condition, and order tracking, among others, influence how customers evaluate a brand.
This impact extends beyond a single order. Last-mile delivery influences future purchasing decisions and shapes long-term loyalty. Some evidence, for example, suggests there is a key link between delivery quality and repurchase intent, with shipment condition emerging as one of the strongest drivers of positive experiences.
In other words, delivery is more than logistics — it’s a customer experience strategy.
Source:
https://zurl.co/hPQ6s