FarEye Measures Last Mile Mandate
July 19, 2022
Last Mile Mandate Consumer Survey of approximately 1,000 U.S.
consumers conducted in June 2022, revealed that 85% of consumers
will not shop with a retailer again after having had a poor delivery
experience. Furthermore, a full 88% of consumers may abandon their
online shopping cart if delivery terms are poor, such as having slow
delivery or high costs. These findings - despite the growth in
e-commerce and home delivery, and steps retailers have made to
create better consumer experiences - signify the need to
fundamentally change the way orders are delivered and returned to
achieve a consistent, branded consumer experience with every
purchase. In response to these persistent challenges, FarEye has
defined the Last Mile Mandate as the roadmap to a superior delivery
“These survey results further reinforce the need for last-mile
delivery logistics to evolve to meet ever-changing consumer demands
and solve the last-mile challenge,” said Judd Marcello, CMO, FarEye.
“Last mile is only going to get more complicated, and we believe the
Last Mile Mandate is the lynchpin to success for brands to maintain
consumer loyalty in today’s experience economy.”
Consumers surveyed define a positive delivery experience as having
fast delivery (36%), low shipping cost (34%), delivery
tracking/visibility (28%). Eighty-six percent of consumers prefer to
wait no more than three days for a delivery and only 7% of consumers
felt the online returns process had been an easy experience.
FarEye defines the Last Mile Mandate as the core principles
brands must adhere to, in order to win the last mile.
Dramatically simplify the most complicated aspects of delivery
Improve customer satisfaction and loyalty by delivering unique
on-brand consumer experiences and ensuring on-time, accurate
Create new, differentiated offerings that reflect dynamic consumer
Continuously reduce the environmental impact from deliveries
Last Mile Mandate focuses on solving the challenges brands have felt
for years, through last mile logistics technology capabilities such
as real-time visibility, delivery orchestration, customer
experience, business process management and sustainability.
“Last-mile delivery is the most complicated and costly part of the
delivery journey. Simplifying complexity and derisking logistics is
a priority for every brand. The first rule in last mile is
delivering a superior customer experience and brands that adhere to
the Mandate will not only achieve this, they’ll also drive
efficiency and growth, ultimately turning the delivery experience
into a competitive advantage,” added Marcello.
FarEye has created a new eBook as well as a new LinkedIn Live series
articulating the Last Mile Mandate. Entitled “Special Delivery with
FarEye,” the program kicks off July 28 at 10 am EST, co-sponsored by
Let’s Talk Supply Chain, and hosted by Judd Marcello.