DispatchTrack, the leading solution provider of right-time delivery management software, introduced the 2022 Big and Bulky Last Mile Delivery Report, a new study that examines last mile deliveries of large items, such as furniture and appliances, and the customer experience. To help brands protect customer loyalty amid an unprecedented supply chain environment, the findings provide insights into consumer demand and expectations around the home delivery of big and bulky items. The study, based on a survey of 1,606 American consumers, was conducted last month.
According to the data, one in two big and bulky deliveries were rescheduled at least once. Strikingly, for consumers, rescheduling wasn’t as problematic as missing a scheduled delivery time window. The vast majority of consumers (61%) indicated they’re unlikely to purchase from the same retailer again if the order didn’t arrive on time. Two-thirds considered “on-time” the best aspect of a positive delivery experience and yet, the study found nearly half (44%) of deliveries weren’t delivered on time. Notably, one in three consumers considered an early delivery to be inconvenient.
Poor communication and the inability to track order status were also problematic and ranked as top frustrations along with shipping costs and the condition of the purchased item upon delivery. Half of the consumers surveyed blamed their negative delivery experience on lack of communication with the retailer or delivery company. Nine out of ten consumers indicated they want the ability to track the delivery status of big and bulky orders, yet one in three were unable to do so.
The study also highlighted consumer sentiment around sustainability and environmental impact and found half of consumers consider the environment when making big and bulky purchases. Nearly three-quarters (71%) indicated they would consider it more strongly if retailers made it easy to understand the environmental impact of various delivery options.
“When it comes to big and bulky purchases, last mile delivery is a monumental challenge for brands and customer retention today,” said Satish Natarajan, DispatchTrack co-founder and CEO. “I do think consumers are giving brands some slack because they know the supply chain is in crisis and delays happen. However, the data strongly signals that consumers aren't as forgiving when it comes to communication, including order tracking. Retail customers want to know where their order is and when it’s being delivered – and they want it delivered on time, which isn’t early. Brands that can deliver on that promise are much better positioned to retain customers and win market share.”
The online survey was conducted via SurveyMonkey on March 1st - 2nd, 2022 among a national sample of 1,606 American adults aged 18 and older.
DispatchTrack is the leading solution provider of right-time delivery management software, helping top brands around the globe power successful deliveries 180 million times a year. Since 2010, DispatchTrack’s scalable SaaS platform has made delivery organizations more connected, agile, and intelligent using highly-configurable capabilities designed to empower better delivery management from end to end. Our proprietary AI-powered routing algorithm ensures 98% ETA accuracy in last mile deliveries, and we’re constantly innovating to improve performance and better serve our 2,000+ customers, including Wal-Mart, Coca-Cola, Ashley, Ferguson Enterprises, and many others. When businesses make promises to their customers—DispatchTrack makes sure they deliver.
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