Anyone used driver surveys to study last-mile delivery satisfaction?

Question

We're trying to figure out pain points from both the driver and customer side. Not sure if surveys are the right tool or if we need something else.

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Carlos Mendez · Answer

Yes, driver surveys work well but keep them short — 5 questions max since drivers are always on the move. We paired a quick post-shift SMS survey (using SurveyMonkey) with ride-along observations to catch pain points surveys alone would miss. For the customer side, post-delivery SMS surveys with a 2-3 hour delay tend to get the best response rates.

Anyone used driver surveys to study last-mile delivery satisfaction?

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