Essential Last-Mile Delivery Metrics to Measure

In today’s hyper-competitive marketplace, mastering the last mile of delivery is critical to gaining an edge over competition. This end stage of the supply chain, known as last-mile delivery, can make or break the customer experience.
Last-mile delivery refers to the final leg of the supply chain process where goods are transferred from a transportation hub to the final delivery destination, usually a customer’s home or business. 

Here are some reasons why it’s important – 

  • Understanding how this delivery segment performs
  • Identifying areas of improvement
  • Streamlining operations for better customer satisfaction
  • Ensuring timely and efficient deliveries

These vital aspects make monitoring last mile delivery South Africa metrics imperative for efficient supply chain management. After all, supply chain efficiency can directly impact your bottom line. Let’s read more about last mile delivery meaning, the key metrics, benefits, and challenges.



Key Metrics for Last-Mile Delivery Measurement

Managing last-mile delivery can be a complex task marked by several challenges. However, by focusing on key metrics, businesses can enhance their delivery process, improving both efficiency and customer satisfaction.

On-time delivery performance

One of the most critical metrics is on-time delivery performance. This metric measures the percentage of deliveries that arrive at their intended destination within the designated delivery window. An increased rate typically translates to more satisfied customers and, often, more repeat business.


Delivery density and route optimization

Both delivery density and route optimization help streamline the delivery process. Delivery density indicates the number of deliveries that a driver can make in a given area, while route optimization involves selecting the most efficient routes to minimize mileage and reduce delivery times. With the use of advanced mapping and tracking technologies, businesses can now more easily implement route optimization plans.


First attempt delivery success rate

First Attempt Delivery Success Rate is another key metric. It calculates the number of successful deliveries made on the first attempt divided by the total number of delivery attempts. A high first-attempt delivery success rate helps reduce return visits, which in turn reduces cost and improves overall efficiency.


Average delivery time

Average delivery time is calculated by analyzing the time taken from when an order is placed until it is delivered to the customer. Reducing this time is crucial to enhancing customer satisfaction and maintaining a competitive edge.


Delivery cost per order

Understanding the Delivery Cost per Order, which includes labour, transportation, and miscellaneous costs associated with each delivery, empowers businesses to make informed decisions on potential areas for cost reduction and process improvement.


Customer satisfaction and ratings

Customer satisfaction and ratings, collected from customer reviews, provide a qualitative measure of delivery performance. High ratings can result in increased customer trust and loyalty.


Return rate and reverse logistics efficiency

Lastly, measuring the return rate and efficiency of reverse logistics helps businesses address issues in their supply chain, leading to improved product quality, reduced returns, and, consequently, improved customer satisfaction.

Businesses can use these metrics to enhance their last-mile delivery strategies, making deliveries faster, cheaper, and more efficient.



Importance of Measuring Last-Mile Delivery Metrics

The performance and success of a supply chain largely depend on last-mile delivery. Measuring metrics in this process is not only crucial but also beneficial in various ways. Let’s read more about last mile delivery benefits –

Improved operational efficiency

Continuous tracking and analyzing of last-mile metrics will spotlight areas for improvement, thereby enhancing operational efficiency. Knowing how long deliveries take, the percentage of successful first-time deliveries, and driver behaviour can optimize delivery routes, improve driver productivity, and improve the effectiveness of operations overall.


Cost reduction

With improved efficiency comes significant cost reduction. Accurate data on fuel consumption, wear and tear on vehicles, and overtime allowances can aid in cost-control measures. Metrics in terms of failed deliveries or returned orders can arm a business with the insights needed to reduce costly inefficiencies and waste.


Enhanced customer experience

Monitoring last-mile delivery provides real-time data, improving transparency and communication with customers. Improved delivery times, accurate ETAs, and the ability to track packages increase customer trust and satisfaction.


Competitive advantage in the market

Lastly, maintaining an efficient, cost-effective supply chain with excellent customer service can give businesses a competitive edge in the market. This strength, when combined with credible metrics, allows for business growth and sustainability, solidifying a strong foundation in the competitive marketplace.



Challenges in Measuring Last-Mile Delivery Metrics

Effective supply chain management is hinged on the accuracy and reliability of data. However, the measurement of last mile delivery metrics comes with its unique set of challenges. 

Reliability of data

A prime challenge faced in assessing last-mile delivery metrics is the reliability of the data. The data must accurately represent the real-time status of each step of the delivery process. But, discrepancies often occur due to manual errors, lack of technological intervention, or simply due to the complexity of the supply chain.


Limited integration of systems and technologies

Another significant hurdle is the limited integration of systems and technologies. Companies often grapple with disparate IT systems that make data consolidation a daunting task. To resolve this, robust and integrated technological solutions that seamlessly connect all aspects of the supply chain are essential.


Balancing cost and service quality

Lastly, striking a balance between cost and service quality adds another layer of complexity. Implementing sophisticated technologies and systems to enhance last-mile delivery can lead to increased costs. However, these costs need to be calibrated against their potential to enhance service quality and customer satisfaction.

To balance both, measures should be taken to:

– Minimize overhead costs.
– Optimize route planning.
– Improve delivery transparency.


Optimize Your Supply Chain Today

Making your supply chain more efficient involves constant monitoring, analysis, and improvement based on certain aspects. These include – implementing advanced technology solutions to gain real-time visibility of deliveries, making data-driven decisions based on detailed analytical reports, and creating an effective communication system between all the stakeholders involved.

Remember, the key to efficient supply chain management is to improve your last mile delivery process continually.