How to Ensure Better Performance from Shipping Carriers4 min read

The Importance of On-time Delivery

On-time deliveries are a business’ best practice. Yet they do not captivate customers like same-day delivery or free shipping promises do. However, failing to make on-time deliveries gives you a bad reputation. 

But..but…keeping deliveries on time is not so easy, given that on-time delivery is in the hands of your shipping partner.

In such situations, it is natural to ensure a better performance from the shipping carrier that you’re using. 

To do that, we’ll have to first understand the role shipping carriers in ensuring on-time deliveries.

The Role of Shipping Carriers in Ensuring On-time Deliveries

Once the package has been handed over to the shipping carrier, they take control of your customers’ post-purchase experiences as well. 

Despite carriers’ efforts to deliver your customers’ parcels on time, delays occur daily, largely because of carriers straining their capacity to meet on-time deliveries. 

That’s not all! 7 out of 10 common causes of delays are because of the shipping carrier — ranging from poor warehouse management to failed delivery attempts. 

And the worst part about these delays is the fact that the responsibility falls on you rather than the shipping carrier. 

Customers who have faced a delay on packages that are most valuable to them will definitely not shop with you again. And if that’s not enough, frustrated former customers also end up posting negative reviews on social media and deter potential customers from choosing your business. 

Thus, it is clear that your shipping carriers’ performance has a significant effect on your customer experience (and wallet!). 

That said, you can make use of a solution such as that helps you deliver phenomenal post-purchase CX and measurable results such as a better quality of service and an on-time delivery guarantee from your shipping partner.

How E-commerce Businessses Can Ensure On-time Deliveries and Better Performance from Shipping Carriers

1. Collect delivery feedback from customers to identify areas of improvement

Your customers are the ultimate end users when it comes to order deliveries. 

If they are not satisfied with the delivery experience provided, they would not only show their frustration at the carrier but also at the business that is making use of the carrier as well. Therefore, it is wise to understand what they think of the delivery experiences they receive. 

Collect your customers’ feedback on delivery experiences to know whether all that time, money, and effort you spent is working in your favor. You can then use this valuable data to make the right decisions when it comes to shipping and identify areas of improvement such as delivering on time.

With the help of’s Delivery Experience Management (DEM) platform, you can: 

  • Capture your customers’ Delivery Satisfaction (DSAT) rating after every order delivery and 
  • Monitor the average DSAT scores of customers to optimize the shipping & delivery process

Consistently improving your customers’ post-purchase can help you promote your brand’s credibility.