How do you track shipper loyalty in last-mile delivery research?

Question

Working on a project around courier preferences and not sure the best way to measure stickiness. Any frameworks or surveys you've used that actually worked?

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Yuki Tanaka · Answer

We've had good results combining a simple NPS-style repeat-use question ('How likely are you to use this courier again?') with a revealed preference check against actual booking data. For stickiness specifically, tracking share-of-wallet across 3-6 months tends to be more honest than survey responses alone. If you're doing pure survey work, a MaxDiff on switching triggers (price, speed, reliability, etc.) gives you clean prioritization data.

How do you track shipper loyalty in last-mile delivery research?

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