As we gear up for peak season, the pressure is on for brands to meet rising customer expectations. While on-time delivery (OTD) has long been the gold standard for success in the industry, at Veho, we believe that simply getting packages to their destination on time is not enough.
Our goal? To facilitate nothing short of the perfect delivery experience, every single time.
Why OTD Isn’t Enough
For years, the logistics industry has operated on the assumption that OTD is the ultimate measure of success. And while OTD is certainly critical—especially during peak season—it doesn’t fully capture the customer’s experience. Just because a package arrives “on time” doesn’t mean the delivery was successful.
Think about this: a customer lives in a gated apartment complex, and the driver can’t access the building. The package ends up being marked as delivered, but it’s sitting outside the gate, exposed to weather or theft, and the customer has no way of retrieving it. Or, consider a customer who leaves specific delivery instructions, such as placing the package behind a planter to avoid it being seen from the street, but instead, the driver leaves it right in plain sight. These are the kinds of frustrating experiences that OTD doesn’t capture, yet they have a huge impact on customer satisfaction.
This is why, at Veho, we’ve expanded the focus of our platform beyond just the clock. We’ve built a customer-obsessed, tech-enabled platform, asking ourselves, “What would make this delivery perfect for the end customer?” Our goal is to meet that need.
Introducing the Perfect Delivery Experience Metric
To address the gaps that OTD doesn’t cover, we’ve introduced a new way of measuring success—what we call the “Perfect Delivery Experience” metric. This takes into account several factors, including:
- Was the package delivered on time?
- Did the customer encounter any issues, such as trouble accessing their package or unclear instructions not being followed?
- How did the customer rate their experience with the driver partner on a scale of 1 to 5?
If a customer’s experience is below a four or clear instructions were missed, we consider it an opportunity for improvement.
The Role of Technology in the Perfect Delivery Experience
Our push for the perfect logistics platform would not be possible without the technology we’ve built to support it. One of the biggest challenges in delivery is geocoding—ensuring that our platform has the exact location for a delivery address. Incorrect geolocation is one of the leading causes of misdeliveries in the industry, but Veho technology and logistics approach has taken significant steps to improve address location accuracy for our independent driver partners.
We’ve developed a sophisticated geocoding system that driver partners can utilize. And as we head into peak season, we hope to see location accuracy reach 99.5%.
Peak Season: The Ultimate Stress Test
The holiday rush can overwhelm even the most prepared logistics teams, with higher volumes putting additional strain on driver partners, Veho staff, and the entire supply chain. But by prioritizing accuracy and driver partner engagement, we’re setting ourselves up to handle this surge without compromising on quality.
One of the biggest challenges during peak season is the limited capacity of support resources. By addressing geolocation issues ahead of time, we’re reducing the need for intervention, allowing Veho and the driver partners to focus on more complex problems. This ensures that customers feel supported, even during the busiest times.
Perfect Deliveries, Every Time
At Veho, we know that every delivery is an extension of the client brand. Ecommerce retailers promise their customers an excellent shopping experience, and it’s our job to ensure that extends all the way to the customer’s door. As we continue to grow our focus remains on building a tech platform that facilitates perfect experiences.
Because in the end, it’s not just about being on time. It’s about getting it right for the end customers —every time.
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