How do you measure customer loyalty in last-mile delivery?

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We're trying to figure out what actually keeps customers coming back to a delivery service vs switching. Not sure if NPS is enough here or if there's something better.

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Carlos Mendez · Answer

NPS alone misses a lot in last-mile — I'd pair it with repeat purchase rate and a churn reason survey triggered after the first missed/late delivery. That's usually where you lose people. Tracking 'delivery experience satisfaction' separately from 'brand satisfaction' also helps isolate what's actually driving switching behavior.

How do you measure customer loyalty in last-mile delivery?

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