What's the best way to measure customer satisfaction in last-mile delivery?

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We've got NPS data but it feels too broad. Looking for something that actually pinpoints where the experience breaks down.

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Amara Okafor · Answer

NPS is too blunt for last-mile — you're right to push beyond it. Try a post-delivery CES (Customer Effort Score) survey with 3-4 targeted questions tied to specific touchpoints like tracking accuracy, delivery window adherence, and driver interaction. That way you can pinpoint exactly where the friction is instead of just knowing someone's unhappy.

What's the best way to measure customer satisfaction in last-mile delivery?

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