Your Customers Don't Trust the 'Delivery Window' Promise
Capture real experience after every delivery
Problem
Your Customers Aren't Telling You the Truth
The biggest challenge in your industry is that dissatisfied customers stay silent. 96% of unhappy customers never complain β they either never return, or go straight to Google with a negative review.
Why traditional methods fail:
- Delivery Window Distrust: 'At your door in 10 minutes' promise turns into 40. Customer waited, plans ruined. Didn't complain, deleted the app.
- Courier Communication Breakdown: Courier called, customer didn't hear. After 30 seconds marked 'unreachable' and left. Customer was waiting at the door.
- Building Access Issues: Courier couldn't enter building, couldn't reach customer. Returned as undeliverable. Real reason: courier didn't ring the bell.
- Package Condition Uncertainty: Food order arrived cold, drink spilled. Customer took a photo and posted on social media, not to you.
As a result, businesses keep repeating the same mistakes without ever learning the real reasons behind customer loss.
Solution
Perfect the Last-Mile Delivery Experience
Post-delivery push notification, in-app survey, SMS β customer experience captured instantly. Delivery time, courier communication, package condition, doorstep experience automatically categorized.
How it works:
Capture
Collect feedback at key touchpoints with QR codes - no apps needed, just scan and share in 30 seconds.
Analyze
AI automatically categorizes feedback, identifies trends, and highlights urgent issues requiring attention.
Connect
Link feedback to specific locations, staff, or services to understand exactly where improvements are needed.
Act
Get instant alerts for critical issues, enabling your team to resolve problems before customers leave.
You receive feedback while customers are still on-site β giving you the chance to intervene and turn a negative experience into a positive one.
60%
Silent complaint capture rate
5x
More delivery feedback
40%
Courier performance visibility increase
15 min
Critical complaint response time
Real-World Scenarios
These aren't hypotheticals. These situations happen every day in businesses like yours:
The Lost 10-Minute Promise
Customer ordered groceries. App said '10-15 minutes.' Waited 45 minutes. Ice cream melted, milk warmed up.
Customer didn't complain. But never ordered groceries from that app again. Switched to competitor.
Similar Situations
Quick Delivery said '30 minutes,' came 2 hours later.
Gave 1-hour window, called 2 hours after window ended.
Food said '25-35 minutes,' arrived in 1 hour 10 minutes. It was cold.
If the gap between promised and actual delivery time isn't measured, silent customer loss remains invisible.
Courier Communication Fiasco
Courier arrived at building, called customer. Customer was 5 seconds late answering. Courier marked 'unreachable' and left.
Customer wrote 'I was home, he didn't even ring the bell' on social media. Went viral. Brand image damaged.
Similar Situations
Courier called once, couldn't answer because I was in a meeting. Didn't wait even 30 seconds.
Courier came to door, left without ringing. Marked 'No one home.'
Courier went to wrong building, didn't even call to ask.
If courier-customer communication quality isn't measured, the 'unreachable' excuse can't be questioned.
Building Access Hell
Courier arrived at 8-floor building. Asked for door code, customer sent it. Courier entered code wrong, couldn't get in. Marked 'no access.'
Order returned, customer went hungry. Gave 1 star to app, but review got lost in 'general ratings.'
Similar Situations
Courier entered building code wrong twice, door locked on 3rd attempt.
Courier couldn't find elevator, didn't want to climb to 6th floor. Marked 'unavailable.'
Building security didn't let courier in. Courier didn't call me, just returned order.
70% of building access issues are caused by courier error. But current systems only record 'access failed.'
What Feedback Can You Collect?
Customer Echo's AI engine automatically categorizes every piece of feedback. Instead of vague "overall satisfaction" metrics, you get concrete, actionable insights.
Delivery Time
Promised vs actual delivery times
Example topics: Wait time, Estimated time accuracy, Delay notification, Window compliance
Courier Experience
Courier communication, attitude, and professionalism
Example topics: Communication quality, Wait time, Attitude/behavior, Navigation competency
Package/Product Condition
Condition and quality of delivered items
Example topics: Temperature compliance, Packaging integrity, Spills/damage, Missing items
Doorstep Experience
Experience and convenience at delivery moment
Example topics: Bell/call preference, Building access, Leave at door, Contactless delivery
Why Customer Echo?
There are many feedback tools on the market. What makes Customer Echo different is our focus on real industry needs and our purpose-built platform for capturing actionable insights.
Protect Delivery Promise
Measure gap between promised and actual time. Catch silent disappointments.
Track Courier Quality
Which courier satisfies customers, which marks 'unreachable' β see it with data.
Protect App Rating
Intervene before bad reviews are written. Get feedback instead of 1 star.
See Operational Blind Spots
Building access, courier communication, package condition β catch unmeasured issues.
Ready to Perfect the Last-Mile Delivery Experience?
First 14 days free. No credit card required. Integration in 1 day.