Better Late than Never?

September 27 2019

Better Late than Never? Maybe, but the overall customer experience is the key to satisfaction.

With the holiday season on the horizon, both retailers and consumers will reluctantly deal with the inevitable increase of delayed packages, due to the sheer increase in volume at this time of year. Retailers may feel their job is done once the package leaves the warehouse, but from the consumer’s perspective, this is just the beginning. Timely delivery is a big part of the overall customer experience, but other things matter too, like the shape the package is in when it arrives, and the information they can use to track their package along the way. For all these reasons, it pays for the shipper to select the right carrier.

A recently published article by retail trade journal Women’s Wear Daily highlights the package delay percentages between FedEx and UPS. The chart below shows, as for example, that in the 10:30 am and ground delivery time slots, LSO beats both carriers by significant margins in both of these categories, as it does in most other service categories. These lower delay percentages add strength to the argument that LSO customers get an overall better experience than those of FedEx and UPS.

LSO customers consistently say they choose LSO over the national carriers for ease of service and flexibility, as well as LSO’s significant price advantage. Shipment transparency and responsive customer service are two more of the key factors that can decrease customer frustration, even when a package is late. You get both when shipping with LSO vs. one of the national carriers, plus a significantly lower claim rate for damaged packages. We make it our priority to keep our promises to our customers with each and every package we handle, through peak season and throughout the year.

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