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Omnichannel delivery study
Balancing last-mile speed, cost, and experience
Last-mile delivery sits at the intersection of three competing pressures: how fast an order arrives, what it costs the company to get it there, and whether the experience meets what the customer actually expects. Our research across more than 300 companies shows that balancing these pressures is becoming harder, not easier—delivery service expenses continue to rise, even as consumers increasingly prioritize cost over speed. And because expectations vary widely from one customer to the next, no single delivery model can satisfy everyone.
Broadening delivery options
Rather than searching for one solution that fits all needs, leading companies are responding by expanding the range of options they offer.
