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Mastering Last Mile Delivery: The Top 5 Metrics to Track

Unlock the secret to flawless last-mile delivery by focusing on these top five key performance metrics that guarantee customer satisfaction and operational efficiency.

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5 Essential Metrics for Improving Your Last-Mile Delivery

Table of Contents

  1. Introduction
  2. Delivery Success Rate
  3. On-Time Delivery Rate
  4. Delivery Time
  5. Cost Per Delivery
  6. Customer Satisfaction Score (CSAT)
  7. Conclusion


In the fast-paced world of e-commerce, the last mile of delivery plays a pivotal role in customer satisfaction and loyalty. As businesses strive to meet rising customer expectations for speed and reliability, understanding and optimizing key last-mile delivery metrics has become essential. This guide explores the top five metrics crucial for refining your delivery operations and ensuring your service stands out from the competition.

Delivery Success Rate

The delivery success rate measures the percentage of deliveries completed on the first attempt without issues or delays. A high success rate is indicative of efficient routing, accurate address information, and effective communication with customers. Improving this metric can significantly reduce costs associated with redeliveries and increase customer satisfaction. Utilizing advanced route planning tools can help optimize delivery routes, ensuring drivers complete deliveries successfully on their first attempt.

On-Time Delivery Rate

On-time delivery rate is a critical metric that tracks the percentage of orders delivered within the promised time frame. This metric directly impacts customer trust and loyalty, as timely deliveries are a key expectation for online shoppers. Implementing dynamic routing software and real-time tracking can help improve punctuality by adapting to traffic conditions and providing customers with accurate delivery updates.

Delivery Time

Delivery time measures the duration from when an order is placed to when it is delivered to the customer. Reducing delivery time not only enhances customer satisfaction but also gives you a competitive edge. Streamlining the picking, packing, and dispatching processes, along with efficient route optimization, can significantly shorten delivery times and boost customer satisfaction.

Cost Per Delivery

Cost per delivery calculates the total expense involved in delivering each order. This includes fuel, vehicle maintenance, driver wages, and packaging costs. Lowering the cost per delivery without compromising service quality can increase profitability. Regularly analyzing this metric helps identify areas for cost reduction, such as optimizing delivery routes to decrease fuel consumption and embracing eco-friendly packaging solutions to reduce expenses.

Customer Satisfaction Score (CSAT)

The Customer Satisfaction Score (CSAT) measures how satisfied customers are with your delivery service. This feedback is invaluable for understanding customer expectations and areas needing improvement. Surveys and direct feedback tools immediately following delivery can provide real-time insights into customer satisfaction levels. Positive CSAT scores often correlate with repeat business and word-of-mouth referrals, underscoring the importance of delivering an exceptional experience every time.


Mastering these five last-mile delivery metrics is crucial for businesses aiming to excel in today’s competitive market. By focusing on improving these key areas, you can ensure higher customer satisfaction, operational efficiency, and ultimately, greater profitability. Ready to take your delivery operations to the next level? Visit Roundtrip.ai for cutting-edge solutions designed to optimize your last-mile delivery process, from advanced route planning to real-time delivery tracking.

About Roundtrip

Roundtrip's mission is to equip every business with the software tools they need to deliver products to their customers in a delightful way. Thousands of Shopify merchants worldwide choose EasyRoutes to power their local deliveries across dozens of product categories, from meal kits and groceries to coffee, cupcakes, kibble, and so much more. Our easy-to-use route planning and delivery optimization app is certified Built for Shopify, a two-time Shopify staff pick, and the top rated local delivery app on the Shopify App Store.

"After using the local delivery app for the last 2 years changing over to EasyRoutes has been a seamless experience. The app is easy to use saving hours per week with our scheduling."
The Gas Guyz
Gas delivery in Australia 🇦🇺
Designed to make deliveries easy