The Critical Link between Last-Mile Delivery and Customer Satisfaction

How important is it to get last-mile delivery — the last leg in the supply chain–right?

• According to Worldmetrics, 57% of consumers have abandoned an online purchase due to slow delivery speed. ​
• According to Credence Research, 88% of consumers are willing to pay more for same-day or faster delivery, emphasizing the value placed on quick service. ​
• According to Axidio, almost 90% of customers say the delivery experience is as important as the product itself.

At Redkey Express, we have found last-mile delivery plays a critical role in customer satisfaction and loyalty. It’s the final touchpoint between a brand and its customer, and often the most memorable part of the shopping experience.

Here are some ways last-mile delivery impacts both satisfaction and loyalty:

Timeliness builds trust

• On-time delivery is one of the most important expectations. Customers are more likely to order from you again if their first order arrived when promised.
• Delays, missed delivery windows, or rescheduling issues can frustrate customers and break trust quickly.

Convenience drives satisfaction

Options like same-day, scheduled and contactless delivery add to convenience and can be a huge differentiator. Customers value reliability, especially with things like real-time tracking and updates.

The quality of delivery affects brand perception

• Courteous delivery personnel, careful handling of packages, and proper packaging all reflect directly on your brand–even if delivery is outsourced.
• A bad experience (e.g., damaged goods, lost packages, poor communication) can leave a lasting negative impression.

Communication enhances confidence

Proactive updates (e.g., “your package is 3 stops away”) reduce uncertainty and enhance the customer’s sense of control. When things do go wrong, good communication can soften the blow. Timely notice of delays shows professionalism.

A great delivery experience can mean repeat business

• • When last-mile delivery is smooth and pleasant, customers often feel more connected to the brand.
  • Loyalty programs tied to delivery (free delivery for members, rewards for prompt receipt confirmation, etc.) can further this connection.

Important concerns of last-mile delivery

1. Cost: Last mile delivery can be costly due to fuel, labor and vehicle maintenance. Optimizing these costs is a constant challenge.
2. Traffic congestion: In urban areas, congestion can significantly slow down last mile deliveries and increase costs.
3. Sustainability: With increasing awareness of environmental concerns, there is a growing emphasis on making last mile delivery more sustainable by

• • using electric vehicles,
  • optimizing routes and
  • reducing emissions.

Why Cincinnati trusts Redkey Express for final mile delivery

Our Last Mile Delivery Group provides:

1. business-to-business,
2. job site,
3. residential and
4. specialty pickup and delivery services

within the tri-state and surrounding areas. Our team ensures satisfaction through a dedicated group of trained dispatchers available 24/7, and professional drivers who know local streets like the back of their hands.

We are responding to the need for affordable, faster, greener and more reliable last-mile delivery:

• We use software and algorithms to plan the most efficient delivery routes, taking into account traffic, package size and delivery windows.
• We have secure, accessible lockers at various locations where customers can pick up their packages at their convenience.
• Redkey provides real-time updates on the status and location of deliveries.

With Redkey, you have last-mile delivery options around Cincinnati:

• Rush Delivery: We pick up within 1.5 hours and deliver within 3 hours
• Same Day Delivery: We deliver by 5 PM if you order by noon
• Next-Day Delivery: We pick up today and deliver tomorrow
• 24/7 service
• White glove
• Liftgate
• Ladder rack

Because last-mile delivery is so important, we do everything in our power to make sure we get it right for you and your customers. If you are looking for nearby final mile delivery, call any time to put Redkey Express to the test.