How do you research customer pain points in last-mile delivery?

Both work, but I'd start with 8-10 customer interviews first to find the real themes — surveys tend to miss the nuanced stuff like 'the driver left my package behind a bush with no photo.' Once you have those themes, a quick survey (200+ respondents) helps you quantify which pain points are most widespread. For last-mile specifically, failed delivery attempts, lack of real-time tracking, and narrow time windows almost always bubble up as the top three.