eCommerce Delivery Study Reveals Disconnect Between Customer Experience and Supply Chain Teams

Tools and Resources Vary Across Teams, Putting Last-Mile Delivery
Experience at Risk

AUSTIN, Texas–(BUSINESS WIRE)–lt;a href=”” target=”_blank”gt;#CXlt;/agt;–Convey,
Inc., the leading provider of delivery experience management software,
today announced at the eTail West conference the results of a study on
eCommerce parcel delivery goals and challenges. The study reveals that
while eCommerce customer experience and supply chain teams are aligned
on key strategies and metrics to improve order delivery outcomes, they
are disconnected on the plans and tools to achieve their goals.

Conducted in partnership with Worldwide Business Research (WBR), the
study surveyed customer experience (CX) and supply chain professionals
(SC) at 150 eCommerce companies in the U.S. and Canada with more than
$25M in annual online revenue.

Alignment on Priorities and Metrics

SC management and CX teams universally agree on the top delivery
priorities and how progress is measured. Results revealed:

  • 48% would like to reduce “Where Is My Order” (WISMO) calls
  • 87% want improved access to delivery analytics
  • 84% want improved in-transit shipment visibility
  • 81% would like to improve the customer returns experience

Both groups also agree on metrics for analyzing the customer delivery
experience. The most common metrics included the cost to serve (78%),
ship to delivery times (68%), order-to-ship time (60%) and Net Promoter
Score (53%).

Disconnected Teams and Lack of Plans Risk Customer Experience

When asked how they identify various in-transit issues, the majority of
customer experience teams believe their company has access to software
that provides visibility, while supply chain teams are 45% more likely
to rely on spreadsheets and manual processes.

When asked whether or not they have a plan to address delivery
challenges, supply chain respondents are 48% less likely to have a plan
to solve the issue.

Despite a common commitment to providing an outstanding customer
experience, there appear to be cross-team misperceptions about the
resources available to achieve those common goals, giving SC and CX
professionals a false sense of confidence.

“The study highlights an important disconnect between supply chain and
customer experience teams that must be addressed as brands make
strategic investments in delivery experience,” said Kirsten
Newbold-Knipp, chief marketing officer at Convey, Inc. “While both
groups strongly agree on the top delivery priorities, unfortunately,
when it comes to execution against these goals they have vastly
different impressions of what tools and processes are available to
tackle the problem.”

Delivery Experience Management enables teams to take action in a
streamlined and consistent way, simplifying communication between
brands, carriers and customers for systematic improvement.

Convey helps global retailers including, Eddie Bauer and Grove
Collaborative manage more than 10 million shipments monthly, resulting
in 4X faster issue resolution and a 22% reduction in delivery times.

To learn more, visit
the Convey blog

About Convey, Inc.

With delivery expectations skyrocketing, brands cannot leave the
critical last mile to chance. Convey’s Delivery Experience Management
platform combines real-time visibility, post-purchase experiences, and
advanced insights and analytics to create a solution uniquely capable of
perfecting last mile delivery. Supply chain and customer experience
leaders including Neiman Marcus, and Eddie Bauer rely on
Convey’s software and expertise to take action to ensure shoppers get
their orders how and when they want, resulting in happier, loyal
customers and a lower cost to serve. Founded in 2013, Convey is backed
by Silverton Partners, Techstars Venture Group, RPM Ventures and based
in Austin, Texas. Learn more about Convey at:


Erin Gilmore
FOLIO Communications Group, LLC

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