For courier, carrier, and last mile delivery providers, customer satisfaction can make or break your business. Customers today expect more than just fast delivery — they want to know exactly where their items are, who’s handling them, and when they’ll arrive. And if they don’t get that experience, they won’t stick around.
In fact, over 60% of customers will stop doing business with a company after just one bad experience (Source: PwC). When deliveries go wrong and there’s no clear explanation or tracking, trust disappears — and so does future business.
The last mile is where the most can go wrong — traffic delays, missed drop-offs, routing issues, and incomplete proof of delivery. One of the biggest problems? Lack of visibility.
Without visibility:
This creates a frustrating experience for your team and your customers.
Technology can solve this — but not all solutions are built for the needs of last mile delivery. CXT Software’s logistics platform is designed specifically for companies like yours, giving you and your customers visibility from warehouse to doorstep.
With CXT Software, you can:
Share real-time GPS tracking so customers know exactly where their delivery is
Provide digital chain of custody to document every handoff
Send automatic status updates to reduce WISMO calls and emails
Access audit logs and reports for full documentation and compliance
When customers are kept in the loop and can see what’s happening, they feel more in control and more confident in your service. That leads to better customer satisfaction scores — and stronger relationships.
Delivery service is no longer a “nice-to-have.” For many of your customers, it’s essential to their own operations — especially in industries like healthcare, food, or retail. They can’t afford mistakes or delays.
And neither can you. Losing a customer doesn’t just mean lost revenue — it means missed referrals, less volume, and slower growth. It also costs far more to replace a customer than to keep one. According to Harvard Business Review, acquiring a new customer can be 5 to 25 times more expensive than keeping an existing one.
Improving your visibility helps prevent service failures and builds trust that leads to long-term partnerships.
There’s no room for uncertainty in last mile delivery. When your customers rely on you to get it right — and get it there on time — you need tools that keep everyone informed.
CXT Software gives you that edge with:
It’s not about overpromising — it’s about delivering what you say you will, with the proof to back it up.
If you’re ready to boost service, retain more customers, and grow through trust, visibility is the place to start. Let’s talk about how CXT Software can help you improve your customer satisfaction scores.
CXT Software is the leading provider of last-mile, route, and on-demand shipment management technology for logistics needs throughout North America.
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