How do you track customer satisfaction for last-mile delivery?

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We're trying to figure out if our delivery experience is actually hurting retention. Not sure if surveys or NPS make more sense here.

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Anika Patel · Answer

For last-mile specifically, I'd go with a short post-delivery SMS survey (2-3 questions max) triggered right after delivery confirmation — timing is everything here. NPS alone won't tell you *why* people are churning, so pair it with one open-ended question like 'what could we have done better?' to get actionable signal. Tools like Delighted or even a simple Typeform make this pretty easy to set up quickly.

How do you track customer satisfaction for last-mile delivery?

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