How do you track last-mile delivery satisfaction without annoying customers?

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We want to measure how happy people are after deliveries but our current surveys get super low response rates. Looking for what's actually working for others.

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Wei Zhang · Answer

We switched to SMS-based one-question surveys sent within 30 minutes of delivery confirmation — response rates jumped from ~8% to around 35%. Just ask 'Did your delivery go smoothly? Yes/No' and only follow up with unhappy customers for more detail. Keeping it frictionless and timely is the real trick here.

How do you track last-mile delivery satisfaction without annoying customers?

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