The annual Last Mile Delivery Experience Study provides a consistent view of evolving expectations in parcel delivery. The newest survey confirms that real-time tracking (RTT) is now a standard expectation and widely adopted. But the real challenge lies beyond: to build a truly consumer-centric last mile and meet ever-growing expectations, delivery companies must offer end-to-end flexibility and give recipients real control over their deliveries.
New in this edition: fresh insights on out-of-home (OOH) deliveries. With RTT enabling rerouting to Pickup and Dropoff (PUDO), the study uncovers how consumers use these options—and why demand for flexibility and control in the last mile is higher than ever.
What do consumers value most in tracking? The data shows a clear shift: 70% now use live tracking for last-minute flexibility. Features like 1–2 hour arrival predictions, live map tracking, and precise ETAs are no longer nice-to-haves—they’re expected. Consumers want tools to manage deliveries on their own terms, making real-time planning and last-minute rerouting options essential.
Real-time package tracking monitors a parcel’s location, provides live updates, and predicts delivery times. But expectations are evolving: tracking is no longer just a visibility tool, but increasingly a way to manage deliveries. With accurate ETAs and last-minute notifications, customers now expect to take action—redirecting or rescheduling when they know they cannot receive a parcel in person.
Learn more about Better Tracking
The Real-Time Tracking Europe 2024 report offers a deep dive into user expectations, industry challenges, and emerging trends in parcel delivery. It examines how live package tracking has evolved, which tracking features matter most, and what delivery services must do to stay competitive.
1200 participants took part in the survey.
Parcel recipients from Germany share their experiences and expectations.
Survey participants received at least one parcel in the three months prior to the survey.
Shippers love Better Tracking because it provides an outstanding experience for their customers.
The Study provides a consistent view of evolving expectations in parcel delivery, with fresh insights on out-of-home (OOH) deliveries. With RTT enabling rerouting to Pickup and Dropoff (PUDO), the study uncovers how consumers use these options and why demand for flexibility and control in the last mile is higher than ever.
