How do you track shifting customer preferences in last-mile delivery?

Question

We're seeing a lot of churn and not sure if it's price or service quality. Trying to figure out the best way to dig into this without a massive budget.

Related reading:"Data Alone Won't Feed the World": A Conversation with Dr. Priya Nambiar on AgriTech, Smallholder Research, and the Future of Agricultural Market IntelligenceThe Last Mile Revolution Is Only Half the Story: Why Transport and Logistics Researchers Are Missing the Bigger Disruption

Carlos Mendez · Answer

Honestly, a quick exit survey (even a 3-question Typeform) can tell you a ton — ask churned customers directly if it was price, speed, or reliability. Pair that with a basic NPS segmentation comparing active vs. churned users and you'll usually see the pattern fast. We've caught price vs. service splits this way without spending more than a few hundred bucks.

How do you track shifting customer preferences in last-mile delivery?

1 Answer

Your Answer

Related Content