Last-Mile Delivery CX: Tracking, Timing & Handoff Assessment

Welcome to this survey about your recent retail delivery experience. We are interested in your honest opinions about package tracking, delivery timing, and the handoff process. There are no right or wrong answers—we simply want to understand your experience. Your responses are completely confidential and will be reported in aggregate only. Participation is voluntary and you may stop at any time. This survey takes approximately 11 minutes to complete.

Have you received a retail package delivery at your home in the last 30 days?

• Yes
• No

When did your most recent retail package arrive at your home?

• Within the last 3 days
• 4–7 days ago
• 8–14 days ago
• 15–30 days ago

Which of the following tracking features were available for your most recent delivery? (Select all that apply)

• Estimated delivery date
• Delivery time window
• Real-time map/vehicle tracking
• "Out for delivery" alert
• Photo proof of delivery
• Delivery confirmation notification
• Ability to reschedule or reroute
• Add delivery instructions
• Carrier chat or phone support
• None of the above

Compared to the estimated delivery time, when did your package actually arrive?

• More than 2 hours early
• 1–2 hours early
• Within 1 hour of the estimate (on time)
• 1–2 hours late
• 3–6 hours late
• More than 6 hours late
• It arrived on a different day than estimated

Overall, how satisfied were you with this delivery experience?

Based on your responses in this survey, please share any additional thoughts or suggestions about your delivery experience.

What is your age?

• 18–24
• 25–34
• 35–44
• 45–54
• 55–64
• 65+
• Prefer not to say

Thank you for completing this survey. Your feedback will help improve delivery tracking, timing, and the overall handoff experience.

Approximately how many retail deliveries have you received at your home in the last 30 days?

• 1
• 2–3
• 4–6
• 7–10
• 11–15
• 16 or more

How accurate was the estimated delivery time for your most recent delivery?

How would you rate the condition of the package when it arrived?

How likely are you to recommend this delivery service to a friend or colleague?

We'd like to understand more about your delivery experience. An AI moderator will ask you a couple of follow-up questions based on your responses.

How do you describe your gender?

• Woman
• Man
• Non-binary
• Prefer not to say

How closely did the tracking status updates match what actually happened with your delivery?

How satisfied were you with where the package was placed or left?

Please rank the following potential improvements in order of importance to you (most important first).

1. More accurate delivery time estimates
2. Narrower delivery time windows
3. Real-time package tracking on a map
4. Better delivery notifications
5. Safer package placement
6. Easier rescheduling or rerouting
7. Higher-quality photo proof of delivery

In which country do you currently reside?

• United States
• Canada
• United Kingdom
• Australia
• Germany
• France
• India
• Other

How would you rate the timeliness of delivery notifications (i.e., how quickly you were informed of status changes)?

If you had any interaction with the delivery driver, how would you rate that experience?

• No interaction with the driver
• Very poor
• Poor
• Neutral
• Good
• Very good

How would you rate the frequency of delivery notifications (i.e., whether you received the right number of updates)?

Were you able to reschedule or redirect this delivery if needed?

• Yes, and I used it
• Yes, but I didn't need it
• No, this option was not available
• I'm not sure

If a photo was provided as proof of delivery, how helpful was it in confirming your package was delivered?

• Not applicable — no photo provided
• Not helpful at all
• Somewhat helpful
• Very helpful