---
title: Last-Mile Performance Assessment
description: Top retailers increase conversion and repeat business by improving checkout and delivery experiences—from dynamic delivery promises to real-time package tracking.
---

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# Drive last-mile performance

The last mile is a critical focus for enterprise retailers and logistics providers. It:

- Influences customer satisfaction and loyalty: 85% of online shoppers won’t buy from a retailer again after a bad delivery. [\[2\]](https://getcircuit.com/teams/blog/last-mile-delivery-metrics)
- Directly impacts cart conversion: roughly 21% of shoppers abandon carts due to slow delivery and 39% due to high shipping costs. [\[3\]](https://baymard.com/lists/cart-abandonment-rate)
- Is expensive: accounts for 53% of overall shipping costs and approximately 41% of total supply chain costs. [\[1\]](https://www.linkedin.com/pulse/ultimate-guide-last-mile-delivery-costs-arshia-taheri-8spoe#:~:text=The%20complexities%20within%20last,in%20profits%20over%20three%20years)

### See if you qualify

![parallax image](https://go.bringg.com/hubfs/LMPA%20hero-1.jpg)

## Chart the path to delivery excellence

Evaluate last-mile operations and optimize for cost efficiency, operational effectiveness, and customer experience.

#### **1**

Explore current state and opportunities

#### **2**

Confirm and prioritize optimization areas

#### **3**

Build and execute a last-mile performance roadmap

### Last-mile performance assessment participants saw reductions in:

88

%

manual dispatch effort

75

%

customer-service costs

18

%

third-party delivery costs

52

%

planning and scheduling costs

10

%

fleet and driver costs

32

%

failed-delivery costs

## KPIs to evaluate last-mile performance

![delivery-notifications-1](https://go.bringg.com/hs-fs/hubfs/delivery-notifications-1.jpg?width=500&height=280&name=delivery-notifications-1.jpg)

- #### Operational efficiency
  
  #### Better experiences. Happier customers.
  
    - Delivery volumes
    - Delivery capacity
    - Time on site
    - Driver utilization and retention
    - Cost-per-mile
    - Integration maintenance
    - Call-center costs
- #### Customer experience
  
  #### Customer experience metrics
  
    - Conversion rates
    - On-time deliveries
    - WISMO calls
    - Customer retention
    - CSAT scores

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