A recent poll of consumer sentiment by enterprise solutions provider, HSO, concluded that nearly two thirds of customers have had a bad delivery experience such as packages arriving late, left in the wrong place or supposed attempted deliveries when the consumer was in fact home. All of these scenarios leave the customer with a bad impression of the retailer.
Whether an order has been delivered through the letterbox, handed to your customer at the door, or picked up from a collection point, the customer experience isn’t complete until the item has been opened and is exactly what the customer expected.
Now is the time to review your pick and process:
- Do you have 100% accuracy?
- Are orders dispatched on time?
- Are orders packed securely and being delivered to the customer without damage?
Delivery doesn’t just end the front door, ensure you use reliable delivery partners and that your pick and pack process is accurate – after all, a bad delivery packaging service can impact your customers perception of you.
If you’re interested in customer experience strategy, we have an article about “How to improve customer experience?“