Same me day or next day? Go for on-time delivery

Written by: Kendra Rosier

With like many other trends from B2C, we see a shift going on when it comes to deliveries. Whereas previously people were neatly waiting for the driver to arrive, in consumer country it is now increasingly common for something to be delivered as soon as possible. The next day at the latest, but preferably today. Right? Now the question is whether this trend will continue and if so, whether it will spill over to B2B? In this article, we dive further into same day delivery, on-time delivery and how they relate to the customer experience.

What is same day delivery?

Simply put, same day delivery is the process by which a product is delivered to the customer on the same day of order. This is a premium service that is especially popular in e-commerce and retail because it allows customers to quickly access their purchases without having to physically visit a store. This delivery strategy can give you as a company an edge over competitors and, depending on the customer's needs, contribute to customer satisfaction. One disadvantage of this tactic is that it involves high costs and is very complex operationally.

What exactly is on-time delivery?

Some of it is already in the name, but just to be sure, we explain the concept a little further here. On-time delivery refers to the extent to which a company manages to deliver products or services to the customer exactly at the promised time. This is a crucial performance indicator for companies, especially in industries such as logistics, e-commerce, manufacturing and services, where on-time delivery is an essential component of meeting customer expectations.

Faster isn't always better for consumers after all

Shipping software for e-commerce companies Sendcloud, has scrutinized the future of same day delivery. To do so, they consulted data and, in it, highlighted three pillars that are important to a consumer: price, speed and clarity on delivery time. “We see more and more that clarity about the delivery time outweighs speed. This is one of the reasons that delivery to pickup points is a frequently chosen shipping option. Ultimately, the following conclusion was drawn:

Faster is not always better anymore. More and more consumers are choosing delivery times and options where they know there is a greater chance of successful delivery.

Relationship between on-time delivery and customer experience

By now, it will be clear that on-time delivery is important to customers and that they like to have clarity about it. But what is it that makes on-time delivery have so much impact on the customer experience? What exactly are the links between them?

1. Expectations vs. Reality

Customers often have specific expectations about when a product or service will be delivered. When a company meets that expectation by consistently delivering on time, it reinforces customer confidence in the company. Conversely, if a delivery is late, it can lead to disappointment, frustration and even customer loss.

2. Customer satisfaction

A high on-time delivery score contributes directly to customer satisfaction. Customers appreciate knowing where they stand, and it only contributes when this expectation is met. For example, their schedule is not disrupted by late deliveries, which can lead to repeat purchases and word of mouth.

3. Perception of reliability

Consistent on-time delivery reinforces the perception that a company is reliable and keeps the promises made. This is an important factor in building brand loyalty.

4. Customer loyalty

Customers who have positive experiences with on-time deliveries are more likely to remain loyal to the brand and therefore less likely to switch to competitors.

5. Impact on complaints and returns

Late deliveries or incorrect delivery times can lead to an increase in complaints and returns. This not only impacts customer service and negatively impacts the customer experience, but also adds operational costs.

Employ RouteLogic for precise on-time delivery

In essence, on-time delivery is a critical factor that greatly affects the overall customer experience. Companies that focus on improving the precision and clarity of their delivery times are directly investing in better customer relationships and customer satisfaction. After all, as has been shown, successful delivery is more important to consumers than quick delivery. It is suspected that the trend of on-time delivery is spreading to the B2B market. Which means that entrepreneurs who purchase from other entrepreneurs, such as customers of wholesalers, also want clarity about and on-time delivery of their products. RouteLogic is smart and affordable route optimization software that helps create the best routes with the most accurate arrival times. In addition to customer clarity, you can save time and fuel, give drivers the easiest route, and deliver a 5-star delivery experience!